To Count the Percentage of SLA Breached tickets.

Question

I want to get the total percentage of SLA breached tickets in my dashboard. So, to achieve this, I am going forward to create report. when I try to make report and go to add series then I don't find the Ticket SLA % Breached while Ticket SLA % Met is existed in drop down.

Please assist or advice how to get the Percentage of SLA Breached tickets.

Thanks!

Yuliia_Borivets__SaaSJet_ · Answer

Hi @Amit.Kumar3

Here is a similar request you might check: https://community.atlassian.com/t5/Jira-Service-Management/Breached-SLA-Report/qaq-p/1679099

Also, I can suggest SLA Time and Report for Jira from my team. It provides different types of Met&Exceeded reports that can be displayed in the app or on the Jira dashboard.

Here is a pie chart example:

The app is free for teams of up to 10 users. Here is the documentation: https://saasjet.atlassian.net/wiki/spaces/STARFJ/pages/848756807/SLA+Chart+Reports

Danut M _StonikByte_ · Answer

Hi @Amit.Kumar3,

Unfortunately Jira does not offer a gadget that allows you to calculate percentages based on custom formulas.

My advice is to search on Atlassian Marketplace for an app that offers a gadget that allows you to calculate counts and percentages based on custom formulas.

If you decide to use an app from Atlassian Marketplace, then our Great Gadgets app could be a good solution. By using its Advanced Issue Filter Formula Gadget you can easily calculate the percentage of Ticket SLA % Breached and display it on your dashboard.

If you want to give it a try, this is how the gadget should be configured:

Read more about this gadget in this article: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management.

Danut.