7 answers
If you’re open to using add-ons, Time Metrics Tracker | Time Between Statuses can be solution for you. You can track SLA like time to first response or time to resolution in the last month easily.
Simply configure the metrics in the add-on to see them in the gadget as well.
You can also find information in the add-on. There, you will see breached time metrics highlighted in yellow and red. Also, you can be notified by email when limits are close to being exceeded.
Also you can book a session with our specialist to see add-on in action 🚀
Add-on developed by my by SaaSJet team.
Hope this helps!
if you're open to solutions from the Atlassian Marketplace, this would be easy to do using the app that my team is working on: JXL for Jira.
JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called smart columns that aren’t natively available, including the breach time of your SLAs.
This is how it looks in action:
As you can see above, you can easily sort and filter by your SLA's breach time, and also use it across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.
This all just works - there's no scripting or automation whatsoever required.
Any questions just let me know!
Best,
Hannes
Hi @tara wilding ,
As @Kris Dewachter mentioned you might be looking for one of the following two cases:
Case #1: Tickets whose SLA was breached last month (e.g., tickets created in December but with SLA breaches in February
Unfortunately, it is not possible to retrieve this data using JQL alone because Jira does not store the exact SLA breach time in a field.
Case #2: Tickets created last month and breached SLA at any time
This can be retrieved using the following JQL query
("Time to Resolution" = breached() OR "Time to First Response"=breached())
AND
created >= startOfMonth(-1) AND created <= endOfMonth(-1)
On the other hand, if you're considering using a marketplace app, you can try the 'Reports - Charts and Graphs for Jira' app developed by our team. It provides the SLA breach percentage on a month-by-month basis, as shown below.
The bars are clickable and upon click list of issues are opened in a new page. That is, you can see the details of the breached issues.
If you are looking for a completely free solution, you can try the limited version Reports - Charts and Graphs for Jira Dashboard Free.
If you have any questions, feel free to schedule a demo with us.
Hope it helps.
Hello @tara wilding
If you need a JQL query to find issues where Time to First Response or Time to Resolution SLA has breached in the last month, you can use:
("Time to First Response" = breached() AND "Time to First Response" >= startOfMonth())
OR
("Time to Resolution" = breached() AND "Time to Resolution" >= startOfMonth())
This will return issues that breached either SLA since the start of the current month. If you need to check for the last calendar month instead, replace startOfMonth() with startOfMonth(-1) and adjust the range.
Alternative: Using Timepiece - Time in Status for Jira
For more advanced SLA tracking and reporting, Timepiece - Time in Status for Jira, developed by my team at OBSS, provides powerful insights into issue duration and performance metrics.
With the Duration Between Status Report, you can:
- Analyze SLA compliance by tracking how long an issue stayed between key statuses, such as Waiting for Support → In Progress (Time to First Response) or In Progress → Resolved (Time to Resolution).
- Filter by business days to exclude weekends and non-working hours for a more accurate SLA analysis.
Here is sample of screenshots;
image 1 shows how to define your rules
image 2 shows the result of the rules
image 3 shows how to filter your result
If you'd like to explore this solution further, feel free to check out Timepiece on the Atlassian Marketplace or schedule a demo with us for a walkthrough of the app's features.
Hope it helps
Ayça
Hi @tara wilding,
You could try using a JQL querys like this:
"Time to resolution" = breached()
"Time to first response" = breached()
An alternative to the JQL is to use a plugin for Atlassian Marketplace that can identify such issues and display them in form of a chart and/or report.
If you are OK with the idea of using a plugin, you could try the Control Chart gadget offered by our Great Gadgets app. This gadget can display the issues from a filter by their cycle time (like for example, time since the issue creation to its resolution) and allows you to set a threshold (the red line) representing the SLA. And what is above the threshold, in red color, are the issues that breached the SLA.
Find more in this article: https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
Danut
Hello
I use something similar, this JQL shows me all issues where Time to Resolution was breached in the past year. And on the dashboard, the gadget displays the number of issues per quarter.
"Time to resolution" = breached() and issuetype = "[System] Incident" AND created >= "2024-01-01" AND created <= "2024-12-31"
Best regards,
Luka
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