Enhanced Task Management
Automating SLA calculations reduced errors in task duration estimations, improving reliability of service desk operations.
Technologies used
Java
Jira Atlassian SDK
AUI
Spring
Active Objects
Motivation
The client needed to streamline the management of incoming Jira Service Desk requests, ensuring accurate SLA tracking and efficient handling of high-volume tasks. Existing tools lacked automation for dynamic SLA calculation, field tracking, and workflow optimization. Azati’s objective was to create a plugin that calculates SLA automatically based on priority, workload, and schedules, tracks changes to relevant fields, and provides customizable configurations to improve service desk efficiency.
Main challenges
Challenge 01
Restricted Access to the Production Environment
The team initially lacked access to the live Jira instance and had to work in a basic development environment, creating discrepancies between testing and production. Azati proposed developing a robust testing workflow in the dev environment and later validating results in production once access was granted.
#1
Challenge 02
Version Management Issues in Documentation
Technical specifications were edited offline in multiple versions, causing delays and inconsistencies. Azati recommended moving documentation to cloud-based tools to enable version tracking, notifications for updates, and improved collaboration between teams.
#2
Challenge 03
Insufficient Atlassian SDK Documentation
While basic plugin development documentation existed, examples and advanced guidance were limited. Azati overcame this by consulting with other teams, sharing code samples, and applying best practices from prior Jira projects.
#3
Our approach
Documentation Review and Research
Azati’s team studied Jira Service Desk architecture and determined necessary variables for SLA calculation, including working periods, service duration, and holiday calendars.
UI and Field Development
Custom fields and dynamic UI components were implemented using AUI, enabling users to interact with SLA metrics and task details intuitively.
Plugin Configuration and Notes Feature
Azati developed a configurable setup form for administrators and added a Notes feature for annotating fields, improving communication and error handling.
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01
SLA Time Calculation
Automatically calculates SLA for incoming requests considering task priority, workload, service schedules, and processing periods. The plugin dynamically updates SLA estimates whenever related fields are changed, ensuring accurate tracking without manual intervention.
Key capabilities:
- Dynamic SLA calculation based on multiple factors
- Real-time recalculation when custom fields change
- Support for complex SLA rules and service schedules
- Reduction of manual errors in SLA estimation
02
Configurable Settings
Administrators can configure the plugin to adapt to different workflows and project requirements. This includes setting SLA calculation rules, specifying which fields to track, and defining notifications or exceptions.
Key capabilities:
- Easy plugin setup for new projects
- Customizable SLA rules per workflow
- Define which fields are tracked and monitored
- Flexibility to adjust calculations without redeployment
03
Notes for Custom Attributes
Allows users to add annotations and comments to custom fields directly within Jira tickets. This helps clarify request details, streamline error handling, and improves communication between team members when SLA recalculations or exceptions occur.
Key capabilities:
- Add context-specific notes to any tracked field
- Enhance collaboration and reduce miscommunication
- Enable easier troubleshooting for complex SLA scenarios
- Integrate notes seamlessly into Jira workflow
04
Automated Deployment
The plugin is packaged as a JAR file and can be easily uploaded to Jira Service Desk. Deployment is straightforward, and configuration can be performed by administrators without needing additional coding or manual intervention.
Key capabilities:
- Simple JAR upload for installation
- Automated recognition by Jira Service Desk
- Quick project-level configuration post-deployment
- Minimal downtime during installation or updates
Results & business impact
Operational Efficiency
Configurable settings and dynamic recalculation decreased manual effort in workflow management, accelerating request handling.
Improved Team Collaboration
Notes on custom attributes streamlined communication and provided clarity on tasks, increasing accuracy in issue resolution.
Streamlined Deployment
Easy plugin installation and configuration minimized downtime and sped up adoption across multiple projects.
