For a report for stakeholders of our service desk, I need to report on the time it took to provide a first response on the ticket.
I've configured SLA rules for this (called Time to first response), which seem to be working fine. Unfortunately, in reporting, I can't access all the information I need.
I can access acolumns that provide information on this SLA: Time to first response shows me a countdown to the SLA goal (i.e. Goal Duration minus Actual Duration, for example 8h goal minus the 2h 30m it took to provide first response => column will display 5h 30m.
Is there a way to export:
SLA goal is displayed in the UI, so it should be in there somewhere:
You can try SLA Time and Report to set up SLAs for your tickets.
It allows you to set and track time frames for all types of projects (Jira service management, Jira Software, and Core). To get First Time Response data, you need to select "to do" or "waiting for support" status (depending on your project's statuses) as a Start condition. And "Comment from(assignee or reporter)" as a Stop condition.
Also, you can export SLA data as XLSX or CSV files - which is very convenient for further analysis.
I hope, you find this helpful
Best regards, Mariana
Hi @Rik ,
You can do this using Time to SLA.
You can use SLA detailed report to extract SLA dates and durations (working (time elapsed) and remaining) and SLA dates (start,target and end dates) and export them to Excel by clicking the Export button.
Please let me know if you have further questions.
Please note that I'm one of the members of the Snapbytes team.
Thanks for your answer!
Unfortunately I hit a problem with this method this morning: my report had calculated the SLA goal for the ticket's current priority (P2 => 2h), but the SLA was fulfilled under the ticket's original priority (P4 => 16h). Result: my report is showing a negative resolution time for this particular ticket (as in: it was solved 12 hours before it was logged...).
To make the recalculation work, I would basically need the state of the ticket at the time the SLA was fulfilled, so I can calculate the correct SLA goal at that time. Any idea if I can make that work somehow?
that gets messy. For sure there are limitations w/ Excel and I don't know of a one-size-fits-all solution. You would have to manually manipulate the data. If this is an ongoing and important need consider an addon like what @Gökçe Gürsel _Appfire_ suggested or check on the Marketplace.
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