How to create report for all the JSM tickets SLA including the breakdown of all SLA cycles?

Question

Our setup is we have multiple vendors working on the same application/incident tickets. When there is production incident ticket raised and assign to vendor A, first cycle of SLA (Time to response, Time to agreed solution, Time to resolution) will be kick started. After investigation, ticket assigned to vendor B, 2nd cycle of SLA is triggered. It is challenging for us to track the SLA of vendor A and B for the same ticket as only the last SLA (of Vendor B)  information is updated in the ticket. We want to create a weekly report of SLAs breached, how can we include both the SLAs of Vendor A and Vendor B in the same report?

Prasath Suriamuthy · Answer

Hi Danut,

Thanks for your input. However, I notice that, from the Gadget in my dashboard, I do not see my project listed in the dropdown. For background, mine is a Jira Service Management (JSM) project. Could that be affecting the drowdown?

Also, you said it will be easier to track the SLA if the workflow status also changed between vendors. What about situation where there is no transition in status although vendors have changed? Appreciate your feedback on this too.

Danut M _StonikByte_ · Answer

Hi @Prasath Suriamuthy,

When a vendor is assigned, is the workflow status also changed?

If yes, I think you can easily track this by using the gadgets offered by our Great Gadgets app.

For example, by using the Control Chart gadget you can measure the SLA as the time between two workflow statuses. This way you can have a chart for Vendor A's SLA, which for example tracks SLA as time from the Issue Creation to the entrance in status "In Vendor B", and another gadget for Vendor B's SLA that tracks SLA as the time between entrance "In Vendor B" status and the time when issues was marked as resolved.

This gadget displays the issues by their SLA and the average SLA. You can also set a threshold (the red line) to easily identify those issues that breached the SLA.

Beside the mentioned gadget, you could also use the Histogram Chart gadget to see how many issues breached the SLA, or Cycle Time Trend Chart gadget to see if a vendor improves the SLA over time.

This app offers many other gadgets for tracking projects in JSM, so it can be a great help for you and your team. Just have a look over this article to make a better idea: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management

Hope this helps. If you have any questions, please do not hesitate to contact us at support@stonikbyte.com.

Danut.