Hello Community,
I am having an issue with my SLA reports. I have an excel that I use to combine all SLA's, Created vs Resolved, etc. In Jira, I have an SLA and Created vs Resolved for each department. I take the averages from JIRA then put them into the spreadsheet and calculate the averages for the department as a whole.
I have a report in JIRA service Desk that should be showing me the averages for the JSD as well. My issue though is that the numbers are completely different. I use the Past Year by month for all the departments:
The order of the report is: Critical, High, Medium, Low , Average
Dept1:
Dept2:
Dept3:
Averages should be something like. .74 , 21.90 , 16.08 , 5.98 , 14.44
However, When I do the SLA averages as a whole for JIRA, the numbers are drastically different.
As you can see, for High the averages are 11.78, but using the averages by dept. shows 21.90
As a note: Tickets are assigned to dept. based on Security level. I use level = XXX to create the reports.
I checked each series and all have same logic to remove Test tickets, so even if they were incorrect logically, data should still be consistent. I even tried changing the logic so it specifically calculated the averages for those 3 departments, nothing changed. So what em I missing? these numbers are very inaccurate and I don't know which report to believe.
Recommended Learning For You
Level up your skills with Atlassian learning
Learning Path
Get the most out of Jira Service Management
Solve customer problems efficiently and deliver outstanding service experiences.
Learning Path
Adopt ITSM practices to deliver exceptional service
Become familiar with the principles and practices that drive ITSM. Then, learn how to configure and use Jira Service Management to implement them.
Atlassian Certified Associate
Jira Service Management Agent Essentials certification
Prove you know what's essential to providing efficient and resolution-focused service in Jira Service Management.
Online forums and learning are now in one easy-to-use experience.
By continuing, you accept the updated Community Terms of Use and acknowledge the Privacy Policy. Your public name, photo, and achievements may be publicly visible and available in search engines.