SLA in Jira SD

[Radosveta Delcheva]

Hi all, 

I would like to know is it possible to have such calculations in  the reports of the SLAs in Jira SD for example - 80% of the Service Requests must be resolved within 90 minutes. The important thing here is to have not 100% of them, but another number (80 % in my example). In case it is possible, how to do that?

Thank you in advance!

Kind regards

Radosveta

[Walter Buggenhout · Accepted solution]

Hi @Radosveta Delcheva,

You will need to combine a couple of things here. The SLA you configure is configured for individual tickets. So, for the first part of your equation, just configure a Time to Resolution SLA of 90 minutes. Each ticket resolved within 90 minutes will be considered as resolved within SLA; any other tickets will be considered as breaching the SLA.

Next, for the second part, you will need to aggregate your results. If you are striving to an 80% success rate, you need the total number of tickets resolved and the total number that was resolved within SLA.

In JSD you can create a report with the basic data for that quite easily. Create a new report and add 2 series (3 if you want to see breached issues as well): Resolved issues and Time to Resolution Met. I included an example:

Don't look at the data too much, as it is simply based on a set of trial data that aren't really worked on. But you can see the 2 lines.

The only thing missing is the percentage. That's not available out of the box, but you can easily export your report data or - if you need those data consistently - use a solid reporting tool like EazyBI to create powerful reporting from the same data.

[Radosveta Delcheva]

Hi @Walter Buggenhout

Thank you for your quick reply. There is EazyBi in place as well, I just wanted to know whether this is possible or not.

Thank you one more time!

Kind regards

Radosveta

[Walter Buggenhout]

You're welcome. If you have EazyBI in place already, this should be walk in the park :-).

If the answer helped you out, could I ask you to accept it? That way it becomes easier to find for users with similar questions in the future. Thx!

[Radosveta Delcheva]

Hi again,

Thanks it is already accepted.

Have a nice rest of the day!