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Need a report regarding SLA's

Alison Files

I need to run a report that gives the average SLA on tickets, but I don't want it to include any tickets that have been open more than 90 days as these are the ones that have been escalated, and we don't want them skewing our information. I tried adding "created <= startOfDay(-90d)" but that completely broke the report!

Thanks,

Alison

Accepted answers

All comments

Stanley Duback_u509bh

Hi Alison,

Are you able to share what the first part of your query you are putting together looks like?

Have you tried using "created >= -90d"?

Danut M _StonikByte_

Hi @Alison Files,

You could also try a JQL like this:

"Time to resolution" < elapsed("90h")

or maybe

"Time to resolution" != breached()

Unfortunately the elapsed() JQL function does not support days, but you could transform 90d in your (90*24 = 2160h).

For something better, you could consider using a plugin from Atlassian Marketplace. In case you want to try one, our Great Gadgets app offers some really useful gadgets for tracking SLA and reporting.

Have a look over this article, especially on section describing gadgets like Cycle Time Control Chart gadget, Cycle Time Trend gadget, Histogram Chart gadget or Time in Status gadget.

https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Specifically for your need, I think the Cycle Time Trend gadget will help a lot.

It can also display a Data table with the resolution time for every issue.

Danut.

Eduardo Anflor - MindPro

Hi, @Alison Files

You could use the creation date as suggested, or look for an app that can help you create this more easily. If you are open to a marketplace solution, I recommend Mindpro Graphy. I work at Mindpro, and I believe the app can help you with this.

It is easy to create ITSM dashboards with this app. You can add SLA gadgets to the dashboard and use the top filter to select the date range you want. In this example, I added the "Multiple SLA Series" chart, which can be used to compare different SLAs in a single chart, oriented by the date selected in the filter:

Screenshot 2025-04-25 at 10.18.26.png

In these dynamic dashboards, the gadgets are interactive. This means that when you click on a chart segment, the entire dashboard is adjusted to your selection.

You can share dynamic dashboards internally or with external users via the customer portal

If you prefer, the gadgets are also available in Standard Jira dashboards.

I hope that helps.

Regards,

Eduardo.

Ayça Erdem_OBSS_

Hello @Alison Files

Jira's native JQL has limitations when it comes to calculating dynamic durations, such as determining if an incident took more than "x days" to close. However, if you're open to using a third-party app, I highly recommend Timepiece - Time in Status for Jira, developed by my team at OBSS.

With Timepiece, you can:

Use the Duration Between Statuses report to calculate the time from "Created" to "Resolved," regardless of intermediate status changes.

DBS Cycle Time 2.png

Easily filter and identify issues that took less than a specified duration (e.g., 90 days) to resolve.

Display this data in Jira dashboards or export it into various formats such as excel, csv for further analysis.

This approach provides the precision and flexibility you're looking for, without the constraints of native JQL. If you'd like to explore this solution further, feel free to check out Timepiece on the Atlassian Marketplace.

Best regards

Ayça

Alison Files

Hi Stanley,

It's the Out of Box SLA Success Rate Report - it doesn't really tell me what the query looks like. I believe we have found a workaround so that we don't need the report.

Thanks for the reply!

Alison

Alison Files

Thank you for your reply! Fortunately, we have found a workaround where we don't need the report but if I do need something similar in the future, I will look in the Atlassian Marketplace.

Alison

Alison Files

Thanks for the information, Eduardo - fortunately, we have found a workaround where we don't need this report. In the future though. if I need something similar, I will remember to look in the Marketplace

Regards,

Alison

Alison Files

Thank you Danut, we have found a workaround where we do not need the report anymore. I will look in the Marketplace in the future if I have any more needs for reporting - I tend to forget to look there!

Alison

Iryna Menzheha_SaaSJet

Hi @Alison Files 👋

If you ever need more flexibility with SLA reporting in the future, you might want to explore Time Metrics Tracker.

With Time Metrics Tracker, you can:

Measure the exact time between key status transitions like "Created" ➔ "Resolved"
Filter out escalated or long-open tickets (e.g., those over 90 days)
Calculate averages and other metrics based on your custom SLA definitions
Export reports to Excel/CSV for deeper analysis or scheduling

It’s a great option when you want full control over your SLA data without relying on native Jira limitations or complex JQL.
App build by my team.

Feel free to reach out if you ever need help setting it up! 🚀

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