How do I report on our SLA performance for a single customer

Mark Shell

I need to create reports for quarterly customer meetings that show how we performed against our SLAs for that specific customer, during a specific period of time, like YTD, last Qtr, last 90 days, etc.

 

Need to see number or percentage met and breached, for Time to First Response and for Time to Resolution SLAs.

Mikael Sandberg

The built-in reports in JSM could do this, you just have to use the Filter by specific issues instead of the JQL from SLA goal. In the filter you can add that specific customer, something similar to this one that we have for our different tiers: