🚀 Be the first to try flexible SLA reporting by criteria in Jira

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SLA performance tracking has become even smarter. Now, you can dive deeper into your team's productivity by analyzing SLA metrics based on Jira fields or custom criteria. Whether it’s priority, severity, organization, or any other custom data points, this new capability enables you to identify trends, detect bottlenecks, and make informed decisions like never before.

Introduction

We’re excited to announce the latest update in the SLA Time and Report app, designed to enhance your SLA tracking experience. With the new advanced SLA reporting per Criteria, you can take your analysis to the next level by focusing on metrics that matter most to your organization. This feature allows you to zero in on specific criteria, such as priority, assignee, severity, or any custom field that reflects your team’s unique workflow, and analyze SLA performance with a clear view of Met vs Exceeded goals.

Whether managing high-priority tasks, overseeing multiple teams, or ensuring compliance with critical services, this feature helps you uncover trends, identify bottlenecks, and make smarter decisions. It's the precision tool you’ve been waiting for to unlock actionable insights and boost your team’s performance.

Top 5 key benefits

1. Analyze SLA performance using critical fields such as priority, organization, severity, or other criteria to uncover the direct impact of these factors on SLA compliance. This detailed approach helps identify patterns that standard metrics might overlook.

2. Custom Criteria reports precisely highlight the issues causing SLA breaches. For example, assess bottlenecks by severity or monitor workload distribution by an assignee to implement targeted solutions that improve team productivity.

3. Leverage long-term data segmented by specific fields to predict potential SLA challenges and performance trends. This foresight enables proactive planning and process optimization to adhere to service-level agreements consistently.

4. Create tailored reports segmented by key criteria. Provide stakeholders with transparent insights into SLA successes and areas needing improvement, empowering them to make informed decisions.

5. Track SLA performance variations across specific criteria to identify inefficiencies. Use these insights to refine workflows, ensuring your team operates efficiently and consistently meets SLA goals.

How it works?

To be the first to try the advanced reporting feature and take your SLA management a few steps ahead, you need to download SLA Time and Report from the Atlassian Marketplace. If you’re already using the app, follow these steps:

1. Open SLA Time and Report in Jira
   Navigate to your Jira account, open the apps drop-down list, and select SLA Time and Report.

2. Then, follow these simple steps to configure your SLA:

   • Click on the SLA Manager button in the menu.

   • Add a new SLA configuration by clicking the +Add New button.

   • Select the SLA goal type for your new configuration. You can base it on a time limit or a negotiated date.

3. Customize SLA settings:
   You’ll see a panel to configure your SLA. Here’s what you need to do:

   • Assign a name to your SLA.

   • Select the relevant project.

   • Choose a working calendar to ensure the SLA applies only during working hours.

   • Set up Start/Pause/Stop conditions that align with your workflow.

   • Configure SLA Goals and add automated actions if necessary.
     
     

4. After completing the setup, click Save & Go to Report to save all configurations and move to the report page.

5. Now, you have moved to the main page to monitor SLA performance. On the report page, you’ll see a grid panel. Use the SLA timer to monitor how much time is left until the SLA goal is exceeded.

   • Tickets with exceeded timers are highlighted in red.

   • Tickets meeting their goals or after meeting them are displayed in green.

6. Switch to Chart View
   To analyze SLA performance visually, switch to the Chart View tab. On this page, you can explore your data using three types of charts:

   • SLA Met vs Exceeded issues

   • SLA Statuses Pie Chart

   • SLA Met vs Exceeded per Criteria
     
     

7. To analyze results by a specific criteria, simply click on it. This chart type provides an in-depth analysis of SLA performance segmented by key criteria, such as priority, severity, assignee, organization, or other Jira and custom criteria.

You can use the search option to find the criteria you need.

Once you have selected a criteria, you can choose up to 8 options (for example, if you select the assignee, you can choose a maximum of 8 team members).

For each type of chart view, you can select SLA configs you want to view statistic data about. Also, you can filter the issue lists by date ranges they have been created, updated, or resolved.

And of course, all graphs are available for export in PNG, JPEG, PDF, or SVG format. This add-on allows you to copy JSON URL for any SLA chart and use it as a source for external clip builders (e.g., Klipfolio, Gekoboard) to share it within your organization. 

Use Cases

The SLA Met vs Exceeded feature offers practical applications for improving SLA management and team productivity. Here are a few examples of how you can leverage this functionality:

1. Tracking SLAs by Priority

It’s common for tasks to be categorized by priority, making it one of the most popular metrics among our users. The updated SLA Time and Report charts allow you to analyze SLA performance based on task priority easily. For instance, track high-priority or critical tickets to analyze how often they are met or exceeded. This allows you to thoroughly review which tasks are successfully resolved within SLA limits and which fall short.

2. Analyzing SLAs by organization

You can segment SLA data by organization if your Jira projects are used across multiple departments or clients. This is incredibly convenient for identifying high-performing teams or departments. Such analysis helps you compare the productivity of different teams, pinpoint areas for improvement, and highlight the success of top-performing teams.

3. Identifying patterns by Severity

Leverage fields like severity to evaluate how well your team handles issues of varying importance. While similar to priority, this field can be crucial for projects that rely heavily on severity classifications. For example, identify trends where severe issues take longer than expected, enabling you to allocate resources more effectively and reduce response times. Additionally, you can learn more about the severity in my article published on the Atlassian Community.

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These use cases and many others can be tailored to your organization and goals. Whether you use Jira's default fields or custom fields, the flexibility of SLA Time and Report ensures your reporting is aligned with your unique workflows and objectives.

Final Thoughts

Don’t miss the chance to get ahead and be the first to try the new flexible chart reporting in SLA Time and Report, which provides powerful tools to improve SLA management and monitoring by leveraging key metrics that matter most to your organization. These insights empower your team to identify bottlenecks, optimize processes, and ensure consistent SLA compliance.

Ready to take your SLA tracking to the next level? Try SLA Time and Report today on the Atlassian Marketplace and unlock the full potential of advanced reporting to boost efficiency!