What is the SLA Karma?

With SLA Karma we could control SLA violations by assignees. HelpDesk stores SLA Karma in issue field (type Number). HelpDesk check violation of SLA if assignee close issue (or resolve it). If there is violation of SLA, HelpDesk stores negative point to SLA Karma field. If there is no violation of SLA, HelpDesk stores positive point to SLA Karma field. So, during working with issue assignees could increase or decrease points. We would kill an assignee , if an issue will have a negative SLA Karma value.

There is an example of issue with a negative SLA Karma after closing:

SLA Karma custom field

To use SLA Karma we should add a new custom field to Issue Screens. Go to the Administration > CustomFields and add field (type Number):

SLA Karma post-function

SLA Karma field is updating if we do a transition. So, we should add special SLA Karma post-function to transition. For example, to "Close Issue":

We must define a SLA field (SLA normative is stored here) and SLA Karma (SLA Karma will be stored here) field here:

Although, we could add a special listener "Issue Assignee" to catch assign events. If SLA normative is violated, negative Karma will store to first assignee, but a new assignee. To do it, go to the Administration/HelpDesk/SLA Settings and choose affected by listener Projects and SLA fields:

SLA Karma Gadget

We can view karma summary in the SLA Karma Gadget:

here is:

• Karma is a current balance of user. [Karma] = [Count of violations] + [Count successfully events]. For example, a user have closed 5 issues with violation and 10 without. His Karma will be equal 5.
• Karma cases is a summary of all events (negative and positive).

View SLA Karma field value in the JIRA Gadgets

We should add SLA Karma field to any JIRA Gadgets, something like that: