Time to First Response & Time to Resolution Fields

[PhilSpo]

Hello,

I have set up SLA's for Response and Resolution.

A report is needed to show how long issues took to have the first response and to be resolved.

If you do a issue filter and use the SLA fields they show you time under or over the SLA and not the actual time it took to hit the SLA criteria. (You could manually work it out by taking the time taken away from the SLA).

Is it possible to have a field just display the time taken to meet the SLA?

Thanks

Phil 

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi @PhilSpo ,

You can use Time to SLA for this requirement.

You can use the detailed report feature of Time to SLA to generate reports on the specific information about the SLA such as working duration (i.e. actual time it took to hit the SLA criteria), remaining duration, SLA start/end and target date.

You can also export these reports to Excel and save your report configuration so that you can generate them easily the next time around.

Let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the folks from Snapbytes and there might be other solutions out there, I might not be impartial.

[Mariana_Pryshliak_Saasjet]

Hello @PhilSpo 

You can try SLA Time and Report, which allows adding SLAs to your issues. 

With this add-on you can monitor the remaining time to SLA breach marked as "over" with a minus point.

If you have any additional questions, I'm here to help you)

Best regards, Mariana. 

[Jason Galea]

EazyBi would be a good tool to try

[Ilze Leite-Apine - eazyBI]

Hi, 

eazyBI indeed has integration with Jira Service Desk, where information from Jira issues regarding SLAs is imported.

There is a measure "SLA Elapsed hours" to show the amount of elapsed hours for all completed SLA cycles (i.e. how long it took to complete the SLA cycle).

More information about Service Desk data in eazyBI: https://docs.eazybi.com/eazybijira/data-import/data-from-jira-and-apps/jira-service-desk-custom-fields

You my check out eazyBI demo dashboards and reports for Jira Service desk data: https://eazybi.com/accounts/1001/dashboards/7128-sla-dashboard

Ilze / support@eazybi.com

[David Loszewski]

@Ilze Leite-Apine - eazyBI are you able to do elapsed time by minutes?