How is the SLA Goals report generated?

Question

I'm noticing a large discrepancy in the success % in the built-in SLA Goals report vs a custom report I created of the same metric.

How exactly is the SLA Goals report calculated? The only hint it provides is:  "Success of all ongoing SLAs and last 7 days"

For example, the built-in SLA Goals report shows a 40% success rate on Time to first response. The custom report I made shows an 86% success rate (last 7 days).

jndeverteuil · Accepted Answer

Hello, it's explained in further details on that page : Reporting on SLAs

Here's the part on the calculation :

How the SLA goal success rate is calculated

#GOAL_SUCCESS_PERCENTAGE (for the last 7 days) = SUCCESSFUL / TOTAL

#SUCCESSFUL (for the last 7 days) = issues having an SLA that is completed (SLA not running any more) AND successful (SLA is not breached) in the last 7 days

#TOTAL (for the last 7 days) = issues having an SLA that is breached (regardless of the SLA being still running or not) OR completed (SLA is not running any more) in the last 7 days
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#OVERALL_SUCCESS_PERCENTAGE = (SUCCESSFUL_GOAL_1 + SUCCESSFUL_GOAL_2 + ...) / (TOTAL_GOAL_1 + TOTAL_GOAL_2 + ...)

There you go!