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JSM June - Getting SLA reports from JSM


As the month of June is coming to an end, so is JSM June. Indeed the JSM challenges created much buzz revolving around JSM in the Atlassian community.

Jira Service Management (JSM) sure has many features, and SLA reporting is one among them. JSM provides robust built-in SLAs (service level agreements), so teams can track how well they're meeting the level of service expected by their customers.

In this article, we look at the several ways in which you can obtain SLA reports.


SLA Tracking

Once you have set up SLAs for a project, agents can view their SLAs and plan which tasks need to be resolved first and the time frame in which they should be resolved.


Project-specific Reports

JSM Projects out of the box allow admins to create custom reports that help you track specific team goals.

To view your service project's reports or create new ones, select Reports in your service project sidebar.

Many more custom reports come with JSM out of the box. The following are just a few of them.

  • Created vs. Resolved (compares the number of requests being created and resolved over time)
  • Time To Resolution (shows how long it's taking to resolve requests)
  • SLA Met versus Breached (compares the number of requests that have met or breached a service level agreement (SLA) goal)
  • SLA Success Rate (shows how your team is tracking towards their SLA goals)




You can create your custom reports or edit the custom reports by adding a series, a set of data points used to make your reports, e.g., the number of requests received in the week. Chart customization includes label name for the series, select a color, and filter the series using standard fields (e.g., issue type, status, and component) or Jira Query Language (JQL).


SLA reports in Jira Dashboard

If you are a person who works on multiple service projects, you can add gadgets to a dashboard to view reports from those service projects in one place. The "Filter Counts" Gadget helps you to select a single project and search using multiple options. There is a list of options to choose from, and these include SLA's. Below is a screenshot of how this looks like.



Service project report Gadget displays a custom report from a service project based on the configuration provided.





Jira Service Management (JSM) comes with several SLA reporting options allowing you to track your SLA goals. With everything you’ve learned from this post, you can begin to make better SLA charts in JSM, but if you need more control, give Charts & Reports for Jira Service Management a try.




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