fields mapped in Jira to Slas metrics met

[Administrator]

Good afternoon,

Where in jira do I find the information for fields mapped to SLA Met metrics met?
The fields would be:
MTTD
MTTA
MTTR

[Walter Buggenhout · Accepted solution]

Hi @Administrator ,

These metrics all come from the ITSM world.

• MTTD being the Mean Time To Detect - the (average) time passed between the onset of an IT incident and its discovery.
• MTTA being the Mean Time To Acknowledge - the (average) time between an alert is triggered and the moment work is started on the issue.
• MTTR being the most tricky, as it can be the Mean Time To Respond, Repair, Resolve or Recovery

As @Dirk Ronsmans rightfully states, these metrics don't come out of the box, but some of them you can fairly easily define yourself as an SLA in JSM by mapping the start and end times for the SLA to the appropriate steps of your workflow.  MTTA very closely relates to the Time to first Response SLA. In most cases MTTR comes closest to the Resolution Time SLA in JSM.

MTTD will be more challenging to monitor, as it requires monitoring data from your infrastructure to identify when an incident may have occurred.

There is an interesting article on incident management in the Atlassian docs that provides more background on those metrics.

[Dirk Ronsmans]

Excellent explanation. 

Guess I didn't fully grasp the question and was thinking in a technical problem rather than a definition of the metrics.

I wonder if we might be able to get a MTTD with some Opsgenie magic

[Walter Buggenhout]

Yes - OpsGenie, PagerDuty, Datadog, ... there's effectively options in a setup with monitoring and alerting tools!

[Administrator]

Good Morning!

Walter and Dirk,

Thank you very much for each one's answers!
They took away my doubts.

Have a good day!

[Dirk Ronsmans · Accepted solution]

Hey @Administrator and welcome to the community.

Those don't sound like default SLA metrics/fields. OOTB Jira only provides a very simple "countdown" for an SLA and you can do some queries on them.

Are you using an app for your SLA's? or are you populating these as custom fields?

[Administrator]

Hello Dirk, thanks!

I'm using custom fields.

A customer wants to integrate service-now with jira, and he asked the question I put in the description. But I don't have the information from the fields.

[Fabian Lim]

@Administrator

If you want to create this sla calculations on a ticket you can use this video tutorial: https://youtu.be/S2ary5YG-7w

Saludos

[Administrator]

Good Morning, Fabian Lim

Excellent solution!

Thank you very much.