How to use the 'work items for attention' insight
Some features mentioned in this article are still rolling out, and may not be available in your project yet. For more information, keep an eye on our release notes.
The work items for attention insight for Jira Service Management boards surfaces the 30 highest priority work items on your board, making it easier for you to address your most important work.
There are three types of work items that appear in the insights panel: work items breaching SLAs, stuck work items, and work items that are blocked by their dependencies.
Select the Insights button on your board view to see the Work items for attention insight, and select a work item to see more details.
Insight tabs
All is the default tab and shows all of your work items for attention. This list may include work items that are stuck, blocked or breaching an SLA. Work items in this list may also be a combination of all three.
SLA breaching work items have breached or are within 30 minutes of breaching their Service Level Agreements (SLAs). Read more about SLAs.
Blocked work items are linked to their dependencies using the Blocked by link, found in the quick-add () button. This insight relies on the default state of the blocked by link. If the link has been modified, your work items won’t display in this insight.
Stuck work items are automatically labeled as stuck when they’ve been in the same status for too long. What counts as ‘too long’ is calculated based off the amount of time other work items usually stay in the status. If the work items has stayed in the status longer then 85% of other work items, it will be considered stuck.
Work item ordering within the panel
Since the insights panel surfaces only the 30 highest priority work items on your board, these work items are automatically ordered to make it easier for you and your team to know what to pay attention to next.
Five main factors are used to order these 30 work items: the priority field, SLA status, due date, stuck duration, and blocker size.
Work items are ordered first by the priority field set by you or your team. Your highest priority work items will show first.
Next, the SLA status will be checked. The longer a work item has been breached or the closer it is to breaching, the higher it will appear in the panel.
After that, the due date is checked. Work items that have a closer due date will rank higher.
Then, the stuck duration comes into play. The longer a work item has been stuck, higher its priority.
Lastly, blocker size will be taken into consideration. The bigger the blocker, the higher it will appear in the list of work items for attention.
You might have Prev and Next buttons at the bottom of the insight. This means that there were too many work items to display in one list. Select Next to view the remaining work items under the tab, or select Prev to go back a step.
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