Reporting SLA compliance

Question

Hi, I created an SLA Behaviour for an specific Issue Workflow, where each state of it has it's own specific goal i.e.

project = "BPO Workflow" AND issuetype = Payroll AND status = "Data Input"

Goal 9H

project = "BPO Workflow" AND issuetype = Payroll AND status = "Pre-Payroll Processing" Goal 7H

And so on... The thing is when I run the SLA report it would only tell me if the Issue ticket was on time or not. But what I need is to see which states of the issue were on time and which didn't so I can say for instance: "80% of Data Input were completed on time and 90% of Pre-Payroll Processing were completed on time"

Is this possible? Thank you!

Susan Hauth _Jira Queen_ · Answer

Hi Miguel,

If you want to measure each of those 10 states, then 10 SLAs.  They can be shared by issue type so not 60.

I think you're confusing JQL with the SLA itself. The SLA defines the start and stop and pause parameters (statuses, resolutions, assignee).  Once you have that defined.  Then you use the JQL for the goals.

You can report on more than one SLA in the Service desk reporting.  Or create multiple reports, but they can definitely be combined.

We combine our Time to Respond, and our TIme to Resolution goals into one SLA report.

Susan

Miguel Angel Salas Solis · Answer

Hi Susan,

Do you mean I should have an SLA Goal for each status of the Workflow? So, I have 6 Issue Types with 10 states each... Should I have 60 SLA goals? Or should I define an SLA Agreement, SLA Behaviour for each state as well?

And second question, If I set a Goal for each state, is this JQL sentence correct to get an SLA that would start when entering into the statis and end when leaving the status?:

project = "BPO Workflow" AND issuetype = Payroll AND status = "Pre-Payroll Processing" Goal 7H

Finally, Does this mean I won't be able to report several statuses at the same time, beacuase when I try to report SLA, it would only allow me to select one SLA Metric.

I mean, I want to see an SLA score for each status, but in the same graphic, is this possible?

Thanks a lot!

Susan Hauth _Jira Queen_ · Answer

Hi Miguel,

I think you might be confusing statuses and SLAs.   Probably what you should do is have 2 SLAs:

1. Data Input

2. Pre-Payroll Processing

Each of those SLAs would start when entering into the status and end when leaving that status onto the next steps (whatever they might be).  That would then measure them independently.

Hope that helps

Susan