Sla question

Question

Good morning, how are you?

For a given workflow, I created an SLA for each status. 
However, when I go to check the % of sla hit report, I only have a snapshot of the moment, not the history.
My report fluctuates between 100% or 0%. 
Where is my mistake?
SLAs in this mold don't work?

Sarah Bizewski · Answer

I understand!
My client would like to see the sla of each status in a given request.
Can I have this data with a jql? Another point, he would like to see each status that the ticket is transferred, to see the time he has to deliver that point.
What would be the best configuration in this case? The way I'm doing it would never work?

Sarah Bizewski · Answer

Boa tarde!

Eu entendo! 
Meu cliente gostaria de ver o sla de cada status em uma determinada solicitação.
Posso ter esses dados com um jql? Outro ponto, ele gostaria que cada status que o bilhete é transferido, para ver o tempo que ele tem para entregar esse ponto.
Qual seria a melhor configuração neste caso? A maneira como estou fazendo isso nunca funcionaria?

Paul Wiggers · Answer

I think I see the issue and it has to do with you SLA configuration.

You are selecting issues that have a certain request type AND a certain status

You then set the SLA to start when the issue is transitioning into that status. This means that the issue is never targeted since it already has that status.

I would advice to reduce the issue selection to only the request type and try with that.