Can you help us generate SLA reports filtered by department? We're specifically unable to retrieve S

[dmuvva]

We’re trying to generate SLA reports segmented by department, but we’re unable to retrieve data for our SecOps department. Could you help us understand if there’s a configuration or filter we need to adjust to include this department in the report?

Additionally, we’d like to stop tickets from being automatically created based on Microsoft alerts. Is there a way to disable or filter these alerts from triggering new issues?

[Alina Kurinna _SaaSJet_]

Hi @dmuvva 

It sounds like you’re looking to improve SLA visibility across departments and also reduce noise from automated alerts. Let me break it down into two parts:

1. How to generate SLA reports by department (including SecOps)

If your current report doesn’t show the SecOps department, it might be due to missing or misconfigured values in the field you're using for segmentation (e.g., Department or Team). A few things to check:

• Ensure that every SecOps issue has the correct value entered for the custom field used for reporting.

• If you’re using filters, confirm that the JQL includes "Department" = "SecOps" (or the correct field name).

• Double-check the SLA goals configuration – if there's no SLA goal defined for certain issue types, priorities, or request types linked to SecOps, they won’t appear in the SLA report.

If you're open to using a Marketplace app, I’d recommend trying SLA Time and Report for Jira. 

With this app, you can:

• Set clear SLA configuration and goals

• Filter SLA performance by departments, services, teams, or any custom field

• Group reports by assignee, project, or service

• Export clean and customizable reports for stakeholders

Read more in our documentation

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2. How to stop tickets from being auto-created by Microsoft alerts

If Microsoft alerts are creating too many tickets, it likely means they're integrated via email or automation. Here are a couple of options:

1. Filter incoming email requests:

   • Go to Project settings → Email requests

   • Create rules to block or label certain alerts based on subject or sender

2. Review Automation Rules:

   • Check for any rules that auto-create tickets based on alert triggers or integrations like Microsoft Sentinel, Logic Apps, etc.

   • You can disable, edit, or add conditions to reduce the noise.

If you have any questions, I’ll be happy to help!😊 Also, you can book 1:1 demo with our Product Manager. 

Best regards

[Hannes Obweger - JXL for Jira]

Hi @dmuvva

welcome to the community!

Regarding the SLA reports: If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your work items (issues) that allows viewing, inline-editing, sorting, and filtering by all your work item fields - including your issue's SLAs - much like you’d do in e.g. Excel, Google Sheets, Smartsheet, or Airtable. It also comes with a long list of advanced features, including support for (configurable) work item hierarchies, work item grouping by any work item field(s), sum-ups, or conditional formatting.

With these, you can build a report like e.g. this in just a couple of clicks:

This is really just one of a virtually endless number of possible views and reports; you can also view and group by any other issue fields, configure different sum-up styles, etc. etc.

Any questions just let me know,

Best,

Hannes