Monthly SLA report with Open and Resolved Tickets.

[Patrick Lau]

Hi Team,

The standard report in Jira Service Management only includes tickets on the SLA report when they are resolved, which means there are open tickets that have breached our SLA that aren't included in the report. I'd like all tickets to be included in the report (open and resolved) in order for us to accurately report on the % of tickets we are achieving our SLA on monthly basis.

I'm have edited the custom SLA reports with the JQL
"time to resolution" = breached() AND created >= startOfMonth() but is not working. The problem with the reports is that the 'time to resolution' calculation works based off of the ticket being resolved.

Is this the expected behavior and no other option available?

Thanks.

[Patrick Lau · Accepted solution]

Hi @Rudy Holtkamp ,

I'm going to report on the issues created on Aug. For example, users created 10 tickets on August, 7 resolved and 3 remain open. However, I've noticed that the report only displays the breached tickets for the current day in September, when ideally, the 3 open tickets that breached should be shown in August instead of September.

I'm using the JQL "time to resolution" = breached() and "time to resolution" = running

Thanks.

[Rudy Holtkamp]

That is really the hard part. I've been struggling as well to get similar requirements implemented. After weeks of trying and re-trying, I had to go back to the requirements. What do customers want to know? I came to the conclusion that they needed to know how many issues were solved that month within/outside the SLA.

So still running SLAs are not important. Why not, because some issues were created on the first minute of the month, some on the last. Which does not compare very well. The only things you can tell the customer:

• you've created this many issues this month
• before this month this is how many tickets were still open (in other words were created prior to the month you are reporting on)
• we've solved this many issues
  • where this many issues were within SLA
  • and this many breached the SLA
  • this many were still open at the end of the month within the sla
  • this many were still open at the end of the month outside the sla

[Patrick Lau]

I appreciate the helpful information you provided regarding the SLA reports behavior.

Thank you for your assistance.

[Patrick Lau]

Hi @Rudy Holtkampour workflow does include "Recovered" status. I just wanted to confirm whether, in cases where all the open issues are yet to be recovered and have breached their SLAs, Jira won't be calculated or displayed as resolution breaches in the SLA report but display as breached recovered in the report?

[Rudy Holtkamp]

I really can't tell. It depends on what kind of conditions you have applied for the SLA's.

[Rudy Holtkamp · Accepted solution]

Hi @Patrick Lau ,

I think you need to take a could look at all the functions of JQL and SLAs

Here you can find the page that describe these functions.

Further more, are you only going to report the issues that have been created this month, or do issues that are created (but not resolved) in the previous month(s) also be reported.

My advice is to report on the resolved issues in a time period (e.g. month) and report on open issues (regardless of the creation date).

Breached and open issues

"time to resolution" = breached() and "time to resolution" = running() 

"time to resolution" = breached() and "time to resolution" = paused() 

Not breached and open issues

"time to resolution" != breached() and "time to resolution" = running() 

"time to resolution" != breached() and "time to resolution" = paused() 

Resolved last month

resolved >= startOfMonth(-1) and resolved <= endOfMonth(-1) order by resolved asc