Can I have series or somehow show percentages in the reports?

[Juan Portero]

Hello community,

A report is required with the total number of incidents vs. the incidents that have breached the SLA.
Can the percentage of non-compliant incidents in relation to the total number of incidents be shown in the reports?

Example:
Incidents: 10
Non-compliant incidents: 4
Percentage: 40%

[Petter Gonçalves · Accepted solution]

Hello @Juan Portero

Thank you for reaching out.

Jira Service management does not have any reports that provide the percentage of tickets where the SLA was met vs breached, however, there are some options that you can use to achieve this goal. Here are some of them:

1 - You can export the report SLA met vs breached to CSV and run a simple google sheets formula to get the percentage.

These would be the steps:

1. Navigate to your ITSM project
2. On the left menu, click on Reports > "SLA met vs Breached"
3. In the top-right of the page, click on the button (...) > Export CSV
4. Once the CSV file is exported, copy it to a google sheets page and use the formula described in the link below to get the percentage you need:
   Google Sheets percentage formula 

2 - You can use the Dashboard gadget called Issue statistics.

This gadget categorizes the issues from a JQL filter based on a specific field, displaying the percentage of issues for each category. This option allows you to create a report that can be expanded to multiple projects, instead of option 1 where the report is restricted to a single project.

P.S: Unfortunately, the SLA is not a selectable field in the dashboard gadget, so you will need to set a field (E.g: Label) to properly identify breached tickets. 

These would be the steps:

1. First, create a field to identify your breached tickets. E.g: "Breached_label"
2. Create a JQL query returning all the breached issues on your site:
   "SLA name" = breached()
3. use Bulk operation to add the field value you created to all the breached issues
4. Create another JQL query to return the issues you want to include in your report. Save it as a filter
5. Navigate to your dashboard and configure the gadget Issue statistics, selecting the field you configured in step 1.

The report will be displayed as in the example below:

P.S: You can posteriorly create an automation rule to set the field every time your issues breach the SLA. By doing this step, you will not need to run steps 2 and 3 every time you want to update the gadget.

Additionally, we have the following feature request created to consider the implementation of the percentage feature in the SLA breached report:

Show Percentage of Issues that Breach SLA in Report 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Let us know if you have any questions.