Breached SLA

Question

Is there a way to generate a report on tickets that were assigned to a technician that already breached the SLA? We have other departments that don't follow SLAs and they reassign breached ticket to the Help Desk and that is counting against the technician that inherited the ticket.

Any advice would be appreciated.

Alina Kurinna _SaaSJet_ · Answer

Hi @Mike Bambace

It’s a common and frustrating challenge when breached SLAs are reassigned and end up affecting the wrong technician’s metrics.

If you’re open to using a Marketplace app, I’d recommend checking out SLA Time and Report, developed by my team at SaaSJet. It’s designed exactly for these kinds of nuanced scenarios.

Here’s how it could help in your case:

Detailed Met vs Exceeded reports. You can filter by assignee and clearly see who actually caused the SLA to breach, not just who handled it last.

Track SLA progress across work item history. Understand when and under whom the breach occurred, regardless of who the work item is currently assigned to.

Automation for breached SLAs. Configure actions when an SLA is violated:
- Auto-change assignee or priority
- Send notifications via comment or Slack
- Trigger escalation workflows so your team can take corrective action

Custom filters & real-time views. Easily isolate tickets that breached before being reassigned and prevent them from unfairly impacting KPIs.

This setup gives your team a fairer view of their performance while helping you enforce SLA compliance across departments.

Please let me know if I was able to assist you. If you have any further questions, I'm happy to help.

Regards!

Ramakrishna _RK_ · Answer

Hi @Mike Bambace

Welcome to the Community!

This is a common issue in JSM, where breached tickets are reassigned after the SLA has already been violated, making it look like the current assignee is at fault, when in reality the breach happened earlier.

Solution: Jira Automation + Custom Field

Step1: Create a custom field Example: "Breached By"

Step2: Create a Automation as below

Trigger: SLA Breached (Select 'Time to Resolution')

Condition: Work item fields condition ( Choose Assignee is not empty)

Action: Edit work item (Set a custom field Breached By =                                               {{issue.assignee.displayName} --> This will record the assignee at the moment of breach, regardless of future reassignments.

For reporting purpose you can make use of the field 'Breached By' and show on Dashboard.

Please let me know if you have questions in implementation. Cheers!

Regards

RK