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Service Desk Report is showing 0% SLA

Jani Gronlund

I recently configured a "1st response time SLA" for a pilot SD project. SLA is met, if the ticket is assigned to someone or changes status to something else than "open" within 24h. The problem is that "1st response SLA%" reports show 0% on the days when there is no tickets opened? Of course 0% can be a real life situation, but I really checked those days. Is this correct behaviour or have I done something wrong? What is logic behind the SLA calculation? 1st response SLA.png

Accepted answers

Gökçe Gürsel {Appfire}

Hi Jani,

I couldn't find an article for the Cloud but, it looks like those data points are calculated per day for SLA success rate report so if no ticket is opened for those days than the report will be calculated as 0% of the SLA for those days if no SLAs are carried over from previous days.

https://confluence.atlassian.com/jirakb/how-sla-goals-report-vs-sla-success-rate-report-is-calculated-in-jira-service-desk-963652304.html

What do you mean by " I really checked those days"? Are there SLAs successfully met or exceeded during those days?

All comments

Gökçe Gürsel {Appfire}

Hi Jani,

https://confluence.atlassian.com/jirakb/how-sla-goals-report-vs-sla-success-rate-report-is-calculated-in-jira-service-desk-963652304.html

What do you mean by " I really checked those days"? Are there SLAs successfully met or exceeded during those days?

Jack Brickey

correct. if 0 are created and 0 breached for a given day (weekends for example) it will equate to 0%. Arguably, it would be good if you could either grey out those days or hide them. However, even so, if there is a working day where zero are created and zero breaches then it will show 0% as it is just a math function. Yep i get the 0/0 = infinity or #DIV/0! in excel. :-)

Jani Gronlund

Thanks @Gökçe Gürsel {Appfire} and @Jack Brickey for answers! Any idea how to hide 0% on the days with 0 created and 0 breached, otherwise than exporting CSV? And is there a way to find out if 0% situation is real, meaning x tickets created and x are breached?

Oliver Moore_1an5r0

@Jani Gronlund - did you ever figure this out? Seems there is a gap around low volume service desks.

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