Reporting on SLA's

Question

Hi Team,

Having a big challenge here. The built in 'SLA Goals' report shows us with a 65% response and 62% resolution rate which I can't seem to replicate in my own custom report.

If I run a report and set the same parameters over 7 days I'm getting 80.6% response and 90.2% resolution.

Does anyone know how to get a custom report filtering the same as the out of the box one? I'm not sure what one to trust!

Some screenshots attached of the various reports.

Evan Golden {VisualScript} · Answer

Hello Clayton

VisualScript for Jira has built-in Health Gauge and SLA Reports that will let you select the timeframe, and will give you the percentages met and breached across issue types and all SLAs.  That might give you what you are looking for.

Best

Evan

FYI - I am the Product Manager of VisualScript

Gökçe Gürsel {Appfire} · Answer

Hi @Clayton Gee ,

Welcome to the Community!

This page explains how the SLA Goals report are calculated: https://confluence.atlassian.com/jirakb/how-sla-goals-report-vs-sla-success-rate-report-is-calculated-in-jira-service-desk-963652304.html

There also some build in search functions that you can use linked here: https://confluence.atlassian.com/servicedeskserver031/reporting-on-slas-802164826.html

Also, if you want to double-check the calculations, you can use Time to SLA. All you need to do is to configure your SLAs and regenerate the SLA data for relevant issues. After that, you can use custom gadgets, reports, and search functions to extract data. The TTS gadgets are linked to filters so you don't need to write your own.

Let me know if you have any questions.

Regards,

Gökçe