How do i generate a report that i can see within a dashboard that shows me my average SLA per sev

Question

We are using Jira service desk cloud. I am trying to build a dashboard with some data.

One of the matrices i would like to follow is the avg SLA time ( avg time it takes us to response to a case), but i can't to generate this data.

I looked all over and can't find any documentation/ guides about it.

Zoryana Bohutska _SaaSJet_ · Answer

Hi @Meir Ben Salmon

You can read more about JSD function here https://confluence.atlassian.com/jirakb/how-to-calculate-average-time-to-resolution-sla-for-service-desk-826873132.html

Also, you can try a solution Time in status for Jira Cloud. It allows you to calculate the average time your tickets were in each status and show this data on Jira Dashboard. For Jira Service Desk items it can be statuses like average time at waiting for support or waiting for customer, etc.

Also, using status groups feature you can calculate the average time for group of statuses you need.

Hope it will help

Regards

Evan Golden {VisualScript} · Answer

Hello @Meir Ben Salmon

You can do this in a dashboard gadget with VisualScript for Jira.  It is a marketplace app that has a bunch of built-in reports for IT teams to include an SLA report.  This report will show the average time to meet your SLAs, among other metrics.  It also comes with all chart types, gauges, timelines etc.

https://marketplace.atlassian.com/apps/1219629/visualscript-reports-and-charts-for-jira?hosting=cloud&tab=overview

Best, Evan - VisualScript Product Manager

Mehmet A _Bloompeak_ · Answer

Hi @Meir Ben Salmon ,

Our team developed Status Time app which also provides average status time of cases. It has an online demo, you can see it in action and try. Hope it helps.