Service levels

Service levels define the response and resolution targets for the work in a workspace. Windshift evaluates the targets on the work item facts, so a cycle starts, pauses, and stops in the same write that changed the item.

Metrics

A service level metric is one target, such as first response or resolution time. A metric has:

  • A name and a display format.
  • Conditions that start, pause, stop, and reset the cycle.
  • Goals that define the target time.

Conditions and goals use the Windshift query language. Windshift validates the query when you save it.

Goals

A goal sets the target time for a metric. Group the goals by priority, so a critical request has a shorter target than a low request.

Working calendars

A working calendar defines the hours that count toward a goal. A calendar has:

  • A timezone.
  • Weekly working hours.
  • Holidays.

A running cycle keeps a snapshot of the calendar it started under. A later calendar change does not rewrite the history of a running cycle.

A preview shows the impact of a calendar change before you save it.

Teams and bindings

A team binds to a workspace. The team calendar applies to the items in the workspace. Windshift reports a coverage gap when the team hours leave gaps.

Warning thresholds and cycle control

A metric can set a warning threshold before the goal time. The warning marks the item before the team misses the goal.

The conditions control the cycle:

  • Start the cycle.
  • Pause the cycle, such as while the team waits for the customer.
  • Stop the cycle.
  • Reset the cycle.

Recalculation

An administrator can recalculate cycles on demand. The recalculation reports progress.

Configure a metric

  1. Open the workspace settings and select Service levels.
  2. Select the Metrics tab.
  3. Select Add metric.
  4. Enter the metric name and the display format.
  5. Add the conditions.
  6. Add the goals and group them by priority.
  7. Save the metric.

Create a working calendar

  1. Open Service levels and select the Calendars tab.
  2. Select Add calendar.
  3. Enter the name and the timezone.
  4. Enter the weekly working hours.
  5. Add the holidays.
  6. Save the calendar. A preview shows the impact of the change.

Bind a team

  1. Open Service levels and select the Teams tab.
  2. Select the team and the workspace.
  3. Save the binding.

Where service levels appear

  • A work item shows a service level panel.
  • Lists and boards show service level indicators.
  • A compliance report summarizes the completed, breached, and average cycles.

Automation and events

Service level triggers and events connect to automations and notifications. The full configuration is available through API v2 and the ws CLI.

Import from Jira

A Jira import maps the service level configuration and the cycles onto the Windshift service levels.