Help with SLAs

[Priyadarshini R]

Hello folks,

I need to create reports related to SLAs if anyone has any idea related to SLAs please suggest me.

Thanks,

Priya R

[Anderson JS]

Hi Priya,

A bit more detail would help (which SLAs, and what you want the report to show), but here are the usual starting points for SLA reporting in Jira Service Management:

1. Built-in JSM reports
Every service project has a Reports section in the left sidebar. Out of the box you get SLA-focused reports like "SLA met vs breached" and "Time to resolution", and you can create a custom report (Reports > New report) where each series can be "SLA met" or "SLA breached" for a specific goal. For many teams this covers the basics with no extra setup.

2. JQL on SLA fields
SLA fields support special JQL functions, which lets you build saved filters like:

- "Time to resolution" = breached() -> issues that have breached the SLA
- "Time to first response" = everBreached() -> issues that breached at any point
- "Time to resolution" < remaining("2h") -> issues about to breach

Save those as filters and you can subscribe to them, share them with the team, or feed them into dashboard gadgets.

3. Dashboards
Once you have SLA filters, add gadgets like Filter Results, Pie Chart, or Issue Statistics to a dashboard to slice breached/at-risk issues by assignee, priority, request type, etc.

One caveat: the SLA clock values themselves don't aggregate well in standard gadgets, so dashboards work best for counting and grouping issues, while the JSM reports are better for trend lines over time.

Also check Project settings > SLAs first to confirm your SLA goals and calendars are set up the way you expect — reports are only as good as the goals behind them.

Atlassian's docs are a good reference here:

https://support.atlassian.com/jira-service-management-cloud/docs/use-jql-queries-specific-to-service-projects/
https://support.atlassian.com/jira-service-management-cloud/docs/create-custom-reports/

If you can share what specifically you need to report on (breach trends, agent performance, per-customer SLAs...), folks here can give more targeted suggestions.

Cheers

[Lalithesh Channu]

Hi @Priyadarshini R 

Welcome to the Atlassian community!

Could you please share some brief details about the type of SLA reports you'd like to create?

FYI, JSM offers several built-in reports under the Reports section in the left-hand panel. Depending on your reporting requirements, one of these may already meet your needs

Cheers!

[Marc -Devoteam-]

Hi @Priyadarshini R 

See the default reporting options, using this documentation.

https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/ 

Otherwise if you need more detail, you would need a 3rd party reporting solution from the marketplace.

Or look at the API to get information and use the data in an external reporting application