SLA Report and Filter

[Kunal Saraf]

Hi Community,

We want to pull a report from a JSM project based on following factor:

Take out the SLA_each_task by diff between completed time and created time for the "completed" status tickets and publish 95% SLA using formula =PERCENTILE(L2:L14, 0.95).

Will it be possible? Kindly guide us if there is any way to configure the filter or report.

[Benjamin]

Hi @Kunal Saraf ,

I'm not aware you can create a report this way out of the box with the percentile formula you have mentioned. you can report SLA based on %met. 

Also, you can create a JQL query using status = completed and time to some SLA ..and then place it in one of widgets to use it own a Jira dashboard for reporting.

-Ben

[Zane eazyBI Support]

Hi @Kunal Saraf

If you do not mind using 3rd party app, eazyBI for Jira app might help with this kind of analytics.

eazyBI has integration with Service Management and offers a set of metrics for different SLA cycles out-of-the-box, like resolution time, first response time, breached and met ratio, cycle count, etc.

If you want, you can make more elaborate analytics and add custom calculations based on available data as well using calculated measures functionality. For example, to calculate the Percentile of 95%, Average, Maximal value, etc.

Feel free to visit the eazyBI demo account with the most popular Service Management reports to get better insight (no login required):
https://eazybi.com/accounts/1001/dashboards/8347-sla-overview

Best,

Zane / support@eazyBI.com