SLA configs vs SLA met / Breached Report

[Gabriel Viger]

Hello everyone, 

Quick question here:

I have configured the Time to First Response  SLA like this:

The report shows that the SLA of a particular ticket was breached on Jan 23rd, but in fact, the agent changed the status of that ticket to Under Analysis on Jan 16th. 

According to the SLA configs, should report show that this ticket SLA was breached on Jan 16th?

Thank you in advanced for your time.

Gabriel

[Ivan Tovbin · Accepted solution]

Hi Gabriel,

When it comes to determining if an issue has breached an SLA metric only the last cycle for that metric is taken into account. 

For example, let's say you have an SLA for every agent response. An agent responded 3 times in an issue. The first two responses have exceeded the target time but the third one did not. And so Jira will consider that this issue has met its SLA for this metric, because the last response was on time.

There are a couple of open feature requests (here and here) to make reports take every SLA cycle into account, not only the last one. But for now I'm afraid we are stuck with the existing logic.

[Gabriel Viger]

Thanks Ivan!

[Mohit S. Kalra]

Dear Gabriel and Van,

Is there a way to find out how many tickets have been created by an agent and how many have been closed (can be daily, weekly or monthly).

Regards,

Mohit S. Kalra