Calculating the average time in an SLA

Gavin Johnson

Hey,

I would like to calculate the average time that a group of tickets have spent in a certain SLA.

For example I have a Time to Resolution SLA and the following filter to determine which tickets have breached the SLA:

issuetype = "Client Problem" AND "Time to resolution" = breached() AND status not in ("In Progress - Customer Feedback", Done, Rejected)

So I would like the average time that each of the tickets spent in the SLA.

I'm running a Cloud instance of Jira Service Desk.

Thanks for your help!

Qu3ntin

Hi,

I think you could use the report feature with the (avg) option for the targeted SLA and your JQL filter. You can add series per SLA in the same report.

You will have the avg time per day, week or months.