reports SLA

Question

Hello,

I created Reports on SLA but i have many problems.

When a user doesn't have any request the SLA is 100% but i should not be calculated.

Why do i get a 100% as the person did not work on any incident.

Moreover when i check all for example one month. It says that it's 100 % for saturday and sunday but it shouldn't be taking in account.

How can i fix this ?

Kateryna_v_SaaSJet_ · Answer

Hi @[deleted]

Could you please send a screenshot of your SLA configuration to better understand what the problem is? Some conditions are likely running the Start SLA.

Danut M _StonikByte_ · Answer

Hi @[deleted],

Have also a look over this article on our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management.

It offers various ways to determine and display the SLA as well as many other metrics specific to JSM.

If you have questions, please don't hesitate to contact support@stonikbyte.com.

Thank you,

Danut Manda

unknown · Answer

Why the First time reponse %met take in account to 100% when the person doesn't work ?