Timepiece - Time in Status for Jira has a new report type: the SLA Report. It measures how long each work item takes between two points in your workflow and checks the result against a target you set. Every item shows up as met, breached, or still in progress. The new report covers all the ground that Jira Service Management SLAs cover and gives you some extra features that JSM does not.
What the New Timepiece SLA Report Does
It covers the essentials of SLA reporting. Define multiple time metrics, each with its own start, stop, and pause statuses. Set a target for each one, and choose between a 24/7 clock and a custom business calendar.
Where Teams Can Use It
As you set the start, stop, and target, the same report measures both SLAs and OLAs. Track the commitment you made to a customer and the internal handoff target between two teams side by side in one report. Here are some examples of how teams can use the new SLA Report:
Support Teams: Response and resolution targets that don't count "Waiting for Customer" time.
Development Teams: Turnaround targets for stages like Code Review or QA.
Project Managers: Each item measured against the delivery date agreed for it.
Release Managers: Every item measured against one fixed cutoff date.
What Timepiece SLAs Can Do That Jira SLAs Can’t
Works on Any Jira Project: Jira Service Management SLAs only run on service projects; Timepiece SLAs run on any Jira project, not just service desks. Software, business, and service projects all work, so you can measure customer-facing SLAs and internal team-to-team OLAs in the same place.
Negotiated Start & Stop Dates: Set start and stop from date fields on the work item, not only from statuses. An SLA’s start and end no longer have to follow the workflow. You can use custom, per-item dates you negotiated with a customer.
Negotiated Targets: Set the target per work item, from a number field or a date field. Each item doesn’t have to share one fixed goal. You can measure against the custom target you agreed for that specific piece of work.
Covers All Past Work Items: Calculate existing work, not just new items. Calculations come from work item history, so you can run any metric across all the items you choose, including past ones, not only new ones or a narrow recent set.
Reporting
Every advanced reporting capability in Timepiece works on SLA metrics too, so you no longer have to export raw SLA data and build reports by hand in Excel.
- Sort and filter SLA metrics to surface the extreme cases and find outliers.
- Calculate averages to see the average SLA time per project, component, issue type, assignee, and more.
- Group averages by date to track SLA trends across years, months, or weeks.
- Turn any of it into a chart for a clearer view.
How the SLA Report Helps Your Business
Act on breaches before they are final
Most SLA reviews happen after the month closes, when missed targets can no longer be changed. Timepiece’s new SLA Report also shows work that is still running. A red clock marks an item that is still open and already past its target. A gray clock marks one that is still within its target. Team leads can see which items need attention today, instead of explaining misses later.
Keep the numbers fair
Time spent waiting on a customer, a vendor, or another team shouldn't count against the people doing the work. Pause statuses stop the clock while an item sits in them and restart it when the item moves on. The result is a number both your team and your customers can trust.
Tell outliers from real problems
The Aging of SLA Targets report groups work items by how far past their target they finished, using an interval you choose. It also separates open items that are still within target from open items that are already breached. Leaders can see whether breaches are a few one-off cases or a pattern, and decide where a process change is worth the effort.
Report SLAs without adding another tool
The SLA Report runs inside Timepiece, next to the time in status reports your teams already use. There's no separate SLA tool to set up or keep in sync with Jira.
To get started, open the Timepiece reporting page, select your project, and change the report type to SLA Report. Click SLA Metrics, define your first metric, set a target, and run the report. It is that easy.
Timepiece is available on the Atlassian Marketplace.
