Managing customer support in JIRA can be overwhelming when juggling large ticket volumes and tight SLA timelines. This project delivers a lightweight AI-powered framework to intelligently automate and optimize support processes:
- 🎯 Auto-routing of support tickets by predicted priority
- 🧠 AI-powered prediction of SLA breaches
- ⏰ Smart ticket escalation based on historical resolution patterns
Reduce manual overhead, improve SLA adherence, and proactively handle ticket delays using automation and ML models.
This project was originally developed as part of an internal innovation initiative:
- ✅ Organization: Hicom Engineering (Pvt.) Ltd.
- 🧠 Purpose: Automate SLA report generation for internal support operations
- 🛠️ Implementation: Delivered as part of a development engagement to streamline reporting, reduce human error, and boost SLA visibility
Following internal success, the solution has been open-sourced to benefit the wider tech community and showcase real-world applications of Python-based support automation in enterprise environments.
- 🤖 AI-Based Ticket Classification – Automatically categorizes tickets by analyzing text and metadata
- ⏱️ SLA Breach Prediction – Forecasts breach probability with machine learning
- 📊 Exportable Analytics – Prepares data for dashboard visualization
- 🧩 Modular Python Scripts – Plug-and-play code that works with the JIRA REST API
- 🔧 Seamless Integration – Compatible with Jira Service Desk setups
🔗 Optimizing Jira-Based Support Operations With AI – Zenodo
📝 How to Predict SLA Breaches in JIRA using Python & ML
📖 AI-Powered JIRA Ticket Routing & SLA Prediction with Python
# Clone this repository
git clone https://github.com/aroojjaved93/AI-SLA-Predictor-for-JIRA-Smart-Ticket-Automation.git
cd AI-SLA-Predictor-for-JIRA-Smart-Ticket-Automation
# Install dependencies
pip install -r requirements.txt
# Run the predictor
python sla_predictor.py🤝 Contribute
Love this project? Support it by giving a ⭐ and submitting your suggestions or pull requests!
💬 You can also open issues to report bugs or suggest improvements.
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👩💻 Author
Arooj Javed
Support Engineer | Automation Enthusiast | Workflow Optimizer
🔗 GitHub | Blog
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📜 License
This project is licensed under the MIT License. See the LICENSE file for details.
✅ You can now copy-paste the above into your README.md file directly.
Let me know if you'd like a separate LICENSE file or want similar formatting for your other repos.