Dear all, * We are a small operation with sometimes no critical and/or high priority tickets in a month * In the monthly SLA attainment report generated by Jira, ticket priorities with no tickets that month get reported as 0% attained * Attached is an example for December of last year * Can someone please show me a way that zero tickets for a particular priority in a month is presented in Jira reporting as 100% SLA attainment ? * We run Jira Service Management 4.20.1 data centre/server Any help is much appreciated. Regards, Steve

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How to change Jira reporting of ticket priorities with no tickets for the month?

S_r3fexp

Dear all,

* We are a small operation with sometimes no critical and/or high priority tickets in a month

* In the monthly SLA attainment report generated by Jira, ticket priorities with no tickets that month get reported as 0% attained

* Attached is an example for December of last year

Jira SLA mis-reporting.PNG

* Can someone please show me a way that zero tickets for a particular priority in a month is presented in Jira reporting as 100% SLA attainment ?

* We run Jira Service Management 4.20.1 data centre/server

Any help is much appreciated.

Regards,

Steve

Accepted answers

Jack Brickey

This has been discussed in the Community previously. Below is an answer I had provided in an earlier post.

If zero are created and zero 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. :-)

bottomline - you cannot show as 100%.

All comments

Jack Brickey

This has been discussed in the Community previously. Below is an answer I had provided in an earlier post.

bottomline - you cannot show as 100%.

S_r3fexp

Hi Jack,

Thanks for this informative answer. Is there a possible way I can submit a request for an enhancement to the Jira code for a configurable options, such as a radio button for such criteria to be presented as 100% attainment in the report?

Rgds,

Steve

Jack Brickey

@S , yes you can contact Atlassian Support for this. However, just my $0.02 here - I would not expect this request to be implemented for two reasons: there are many more important request and I believe Atlassian will see the request as contradictory to the design intent. However, that is just an opinion. You might also check jira.atlassian.com for an existing request in which case you could vote/watch.

S_r3fexp

Hi Jack,

Many thanks for your reply. It may not lead to anything, but I've decided to give it a try and have logged this:

[JRASERVER-73204] Provide an option for Jira reporting of ticket priorities with no tickets for the month to show 100% instead of 0% SLA attainment - Create and track feature requests for Atlassian products.

Thanks again,

Steve

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