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Why is the SLA not applying to all requests for the Time to First Response Report?

thariea_whisker

Please see the image for the settings for the Time to First Response SLA. When we run a report e.g. for March 2020 the number of requests being shown in the report is only two thirds of the number of overall requests for the month e.g. there were 497 service desk requests created but when we run the Time to First Response report it only shows 297. Can anyone tell me why the report is only showing some of the requests as i would expect to see the report show me the Time to First Response for all the requests as per the goals set. We have checked and all the requests are labelled correctly.

Thanks

Thariea

Accepted answers

Jack Brickey

Hi @thariea_whisker there is no image. There could be any number of reasons, e.g. the way you have your filter for goals might exclude some or maybe you created the SLA after some issues were already complete. SLAs are not applied to historical issues.

All comments

Jack Brickey

thariea_whisker

sla setting.JPG The SLA was set prior to the beginning of March so it should bring in all requests. Hopefully the image will show this time.

Jack Brickey

Based on the goals I would expect the following to occur:

all issues with a label of SFPC-04 to have an SLA that would breach at 72(h
all issue with a label PF SFPC-03, 02 or 01 to have an SLA that breaches in 10m
all other issue would not have the time to first response SLA

so my question is, for the issues that don’t display the SLA do they have any one off the four labels? If not then it is working properly. However if one or more has the label and no SLA then that is an issue. Please share an image of such.

thariea_whisker

That's correct that is exactly how it should work. We have run a report and all issues for March have been assigned with one of the labels:

As you can see below the Time to First Response only picks up 286/482 requests: time to first.JPG The Time to First Response (below) picks up most 442/482 but not all requests:

timt to resolution.JPG

Jack Brickey

It is difficult for me to troubleshoot at a distance but my theory here (current) is that the error is in the way you are crunching/assessing the results. To test this let’s simply things by moving away from these reports and into JQL queries.

create the following JQL

project = xxx and resolution is not empty and labels in (1,2,3,4) and resollutiondate >= startOfYear() and resolutiondate <= startOfYear(3M)

Hopefully I have the correct syntax here. note I shorthanded the labels here so expand. This should give you a total number of issues that have been resolved in Q1 (met and breached. How does this number compare to your Time to Resolution chart.

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