Breached SLA for a report

[Dominik Kaźmierski]

Hello Atlassian community!

I need to track exact date and time of breached SLA and number of tickets with breached SLAs.

I would like to create a monthly report based on these.

I know that basic build-in option in JSM shows only tickets with currently breached SLAs and allows creating a report, but this is useless for us, because we need to have every breach under control with exact date and time of a breach.

Is it possible to create a custom field which would save a date of a breach and then create a report with use of this custom field?

Thank you!

[Jack Brickey · Accepted solution]

You could create a date field and set up an automation rule that triggers on breach and updates the breach date field with current date/time.

[Susan Waldrip]

Following on what @Jack Brickey suggested, you could then create a filter using that field and subscribe to it to get a (printable) report.

[Dominik Kaźmierski]

Thank You both @Jack Brickey and @Susan Waldrip
For every SLA I've created "SLA name breach" custom date field and populated it via Automation triggered by SLA breach. Then I created custom report in free plugin Jira Assistant.

[Hannes Obweger - JXL for Jira]

Hi @Dominik Kaźmierski

if you're open to solutions from the Atlassian Marketplace, this is now supported in the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called smart columns that aren’t natively available, including the start time, finish time, and breach time of your SLAs.

This is how it looks in action:

As you can see above, you can easily view, sort, and filter by your SLA's start, finish, and breach times, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your data to XSLX (Excel or Google Sheets) or CSV in just two clicks.

This all just works - there's no scripting or automation whatsoever required.

Any questions just let me know,

Best,

Hannes

[Danut M _StonikByte_]

Hi @Dominik Kaźmierski,

Try this JQL filter for identifying the issues with breached SLA: 

"Time to resolution" = breached()

Save this as a filter and then use it in the Filter Results gadget to list the issues with breached SLA. 

Danut. 

[Jack Brickey]

But that won't show the exact time of breach. 🤔

[Danut M _StonikByte_]

@Jack Brickey Indeed, but the breach time is the Creation time + SLA. So if the SLA is 1 day, if the issue was created on 18 Aug, then the breached SLA is 19 Aug. So, just displaying Creation time in the gadget could be helpful because it allows you to easily determine the SLA breached time. But, adding a date custom field as per your suggestion, like "SLA Breached", and setting it via automation to Creation Date + SLA and then adding it to the gadget will result in a complete report.

[quentin_leroy]

Hello @Dominik Kaźmierski

We might have a solution for you at Appfire! 

Reports and Timesheets for Jira provides the ability to build calculated fields and use custom fields in them. To show you how you could use the app in your specific use case, I have built a report using your requirements. 

In this case, I have use calculated fields to filter for Jira issues with breached SLAs, then created a report to provide a list of them.

You can then drill down in each of the incident by clicking on the issue key and share the report with your collaborator through various channels or simply integrate it within your Jira dashboard. 

Let me know if you have any questions.

Thanks!

[Dominik Kaźmierski]

Hello @quentin_leroy
Thank You for your answer but currently I'm not able to use paid plug-ins for this problem. 

[quentin_leroy]

The application is free to use on a Jira instance with up to 10 users :) and glad to hear you found a workaround!