Treffer: Automating SLA Reporting for Support Teams Using Excel and VBA: A Practical Approach

Title:
Automating SLA Reporting for Support Teams Using Excel and VBA: A Practical Approach
Authors:
Javed, Arooj
Publisher Information:
Arooj Javed
Publication Year:
2025
Collection:
Zenodo
Subject Terms:
sla automation, excel vba, technical support, workflow optimization, service level agreement, process automation, support reporting, dashboarding, ticketing system, case study
Document Type:
Report report
Language:
unknown
Relation:
https://zenodo.org/records/15722071; oai:zenodo.org:15722071; https://doi.org/10.5281/zenodo.15722071
DOI:
10.5281/zenodo.15722071
Availability:
https://doi.org/10.5281/zenodo.15722071
https://zenodo.org/records/15722071
Rights:
Creative Commons Attribution 4.0 International ; cc-by-4.0 ; https://creativecommons.org/licenses/by/4.0/legalcode ; Arooj Javed
Accession Number:
edsbas.F26EADF1
Database:
BASE

Weitere Informationen

This paper presents a smart automation framework for intelligent ticket routing and SLA breach prediction in JIRA-based support environments. By integrating Python scripts with AI models, the system analyzes incoming service tickets, assigns priority levels, and forecasts SLA violations to improve operational efficiency. The research focuses on reducing resolution time, enhancing service reliability, and streamlining support workflows through data-driven insights. Key components include classification algorithms, breach prediction logic, and integration with JIRA’s automation API. This project is part of a larger initiative to build open-source tools for real-time IT support intelligence and aligns with current trends in AI-powered DevOps automation.