SLA Reports Showing Incorrectly Breached Tickets

[#1]

Summary

When checking your SLA Reports (for example SLA met vs. breached) for any SLA it may show a high number of tickets breaching SLA for todays date. Why is that? Why do so many tickets show breached today specifically?

This happens because the report is counting older issues as breached if that breached SLA is still running.

Can you elaborate?

The SLA report counts SLAs whose cycles are either open (running/paused) or closed (finished). An SLA can be known to be breached even while its cycle is open because its runtime exceeds the time allotted for the SLA. Basically, the SLA is still running but has exceeded the Target Time set on the SLA Goal.

This results in a situation where an old issue that breached long before the time period the report covers can be counted as breached within the time period.

For example, a month-old issue that breached 3 weeks before today, but still has its cycle open, will be counted as breaching today when viewing the report. It will only be counted as breaching on a specific day when its cycle is closed, but that day won't be the day it actually transitioned from not breached to breached.

What can be done?

A suggested solution is to provide a time series for breached that relies upon the moment the breach occurs. For example, if an issue's SLA transitions from not breached to breached, that is what is used by the report when deciding if the issue is counted in the breach number or not, relative to its time period.

SUCH AS

You can add a JQL filter in the edit series modal to filter issues whose SLA is completed or not running:

"Time to resolution" = completed() - or -  "Time to resolution" != running

Navigate to SLA met vs Breached  > Go over (...) > Click on Edit Report > Edit > Under Breached Add below JQL >Click Save 

This way you can exclude the issues whose SLAs are still running from reports. However, this won't show the issue in the "breaching" month.

Relevant High Priority Bug Ticket

• SLA Report not working as expected (SLA met vs breached)
  • View Atlassian Cloud bug fix policy