All Technologies Used
Motivation
The primary goal was to build a plugin that automates SLA calculations for incoming requests by considering task priority, service schedules, workload, and processing periods. Additionally, the plugin tracks field changes and recalculates estimates dynamically to improve accuracy and efficiency in managing service desk workflows.
Main Challenges
The team lacked access to the live system and had to work in a basic development environment without third-party plugins or data for testing. This created discrepancies between environments and extended the testing cycle.
The reliance on offline editors caused delays in receiving updated technical specifications. Azati recommended moving to cloud-based documentation tools, which improved collaboration and reduced errors.
While Atlassian's SDK documentation was adequate for basic plugin development, it lacked deeper insights and examples. Azati collaborated with other teams and developers to share code samples and best practices, accelerating the development process.
Key Features
- SLA Time Calculation: The plugin automatically estimates task durations based on priorities, workloads, and service schedules, recalculating dynamically as fields are updated.
- Configurable Settings: Administrators can easily configure or reconfigure the plugin to adapt to changing requirements.
- Notes for Custom Attributes: Allows users to annotate fields with clarifications, enhancing usability and efficiency in resolving issues.
- Automated Deployment: The plugin is packaged as a JAR file and integrated into Jira Service Desk with a simple upload process.
Our Approach
Project Impact
Azati delivered a fully functional plugin aligned with the customer's specifications, significantly improving their ability to handle and track incoming requests.
The SLATime plugin enhanced Jira Service Desk capabilities by allowing the management of narrowly focused tasks with advanced customization options.
Additionally, the solution facilitated better collaboration and efficiency through cloud-based documentation and improved validation processes.
The plugin empowered the customer to manage their service desk processes more efficiently by automating SLA calculations and offering dynamic features not available in the default Jira Service Desk.
Following deployment, Azati continues to enhance the plugin based on user feedback, including optimizing data validation, scheduling incoming requests, and improving operation time calculations.