Jira Service Desk SLA

Question

Hi,

I wanted to ask a question about Jira Service Desk Service SLA Agreements.

In the current project we have 5 different SLAs defined, but in the tasks sometimes some appear and other times not, in others task they also all appear. Why is it that some SLAs appear in some tasks and not others? All tasks follow the same workflow and same permisions.

On the other hand, when we create a report based on SLA metrics, the tasks it collects depending on the type of series are different, for example, for an average series the calculation of 90 tasks is based and for the same SLA with a compliance series with 100 tasks. I don’t know when a task counts in the report.

Thanks for your help!!

Gökçe Gürsel {Appfire} · Accepted Answer

Hi Javier,

It must be that some issues are not in the scope of the SLA, so they don't appear in the issues and the series.

With these being said, for easy to understand reporting I suggest Time to SLA.

It has a detailed report and summary report features that give their users both a summary report and a report that has pieces of detailed information such as remaining time, working duration on the SLAs. You can then export these reports to Excel in the format you want (human readable, only in minutes, only in seconds) for further analysis.

Let me know if you have any questions.

Best,

Gökçe

Zoryana Bohutska _SaaSJet_ · Accepted Answer

Hi @Javier_Corchado

Maybe some issues were not from Jira Service Desk but from Jira Core or Jira Software.

In this case, you can try third-party solutions like SLA Time and Report.

It has flexible Start/Pause/Stop conditions according to your project issue fields ((Status, Assignee, Issue Type, etc). Also, this app lets set automate action for overdue issues: notification, changing reporter, priority or status.

Hope it helps

Regards

Zoryana