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How JSM reports calculate SLAs?

Eduardo Anflor - MindPro
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 22, 2024

Hi there.

I am creating a new JSM report using a "Time to First Response" series and I would like to know what business rules the report uses to calculate the average time and breach

Examples:

  • It seems that, when the issue is in a "Done" status category, the report does not count as a breach, even if the "Time to First Response" is breached for this issue. 
  • I use JSM and another custom chart and, when comparing the values ​​between the two charts, it shows a large difference in values, and the custom chart I use uses the SLA calculation rules available in Jira’s documentation.

 

Does anyone have any clue or additional information about how these calculations are really made?

 

Thanks,

Eduardo

5 answers

1 accepted

0 votes
Answer accepted
Gizem Gökçe _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 24, 2024

Hello @Eduardo Anflor - MindPro ,

Unfortunately, Jira's own SLA counters do not work backwards. Whenever an SLA is enabled, it starts calculating for issues that are within the SLA counter limits at that time. It does not calculate for issues whose SLA definition endpoint has been reached. If you want to see historical SLA breaches, you will need to extract data from the Issue History. You will find it much easier to use a third party application to do this.

Timepiece (formerly Time in Status) ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

In Status Duration report you can combine the time for multiple statuses to get metrics like Response Time (Time to first response), Resolution Time(Time to Resolution), Issue Age, Cycle Time, Lead Time  etc. 

As an alternative approach, Timepiece also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. (Please see the screenshots below for both of the reports)

Status Duration Report With Resolution Time.png

DBS Report in Detail.png

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

Average Resolution Chart.pngAverage Resolution Report.png

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

Eduardo Anflor - MindPro
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 24, 2024

Hi, @Gizem Gökçe _OBSS_ 

Thanks for your reply.

In fact, my case is that the issue were done after the Time to First response SLA has breached. I mean, I lost this SLA, but I met the Time to Resolution on time. So, as per my experience, the system should count one SLA met and one SLA breached for this issue. However, it does not count the breached SLA in the Jira report. For issues that are still open, it counts the breached Time to First Response normally.

 

Gizem Gökçe _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 27, 2024

Hi @Eduardo Anflor - MindPro ,

Actually this is what I was trying to tell you in my first answer.

Lets say you set your SLA's when your issue is in In Progress status. This means that the Time to First Response counter will not be effective for this issue because the first response has already been given. Unfortunately, Jira's native SLA counter does not calculate for issues whose SLA definition endpoint has been reached. But since your issue has the status In Progress and not yet resolved, the Time to Resolution is still on the table and your SLA counter works fine for Time to Resolution.

You do not see a Breached alert because the Time to First Response calculation has never been done by Jira. And this is exactly why I suggest you use a 3rd party application for this. Unfortunately, if you want to see historical SLA breaches, you will need to extract data from the Issue History.

This is a very tricky topic. I hope I can provide you with a clear explanation :)

 

1 vote
Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 26, 2024

Hello @Eduardo Anflor - MindPro 👋

Jira Service Management (JSM) reports calculate SLAs based on predefined metrics and timelines set within the SLA configuration. Here are the key steps and considerations in how these reports are calculated:

  1. SLA Configuration: SLAs in JSM are configured based on specific criteria such as issue type, priority, and customer request type. Each SLA has goals defining the target times for different statuses (e.g., "Time to First Response", "Time to Resolution").

  2. Timers and Conditions: JSM uses timers to track the time an issue spends in different statuses. These timers start, pause, or stop based on the conditions defined in the SLA configuration (e.g., when the issue status changes from "Waiting for support" to "In Progress").

  3. Time Calculation: The SLA timer includes or excludes non-working hours and holidays based on the calendar set up in the SLA configuration. This ensures that SLA calculations are aligned with the business hours and holiday schedules.

  4. Reporting: JSM reports display SLA metrics such as the percentage of issues that met or breached the SLA goals. Reports can be customized to show detailed performance data over different periods and for various issue types.

  5. Average Time to Resolution: Specific reports, like the "Average Time to Resolution", are calculated by aggregating the total resolution time for all issues and dividing it by the number of resolved issues [2].

Try Time Between Statuses as an alternative. This add-on measures connections in the workflow by tracking the time it takes for specific issues to transition between statuses. You can calculate the Time to First Response by setting start/stop and pause statuses in the configuration manager. Make sure to select the first/last transition to/from status to define the calculation conditions. 

image.pngGive it a try! The add-on offers a 30-day free trial version and is free for up to 10 users. It's developed by SaaSJet.

Hope it helps 😌

Please, accept my answer if you find it useful 

Thanks!

1 vote
Danut M _StonikByte_
Rising Star
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May 23, 2024
0 votes
Hannes Obweger - JXL for Jira
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 3, 2024

Hi @Eduardo Anflor - MindPro

As you can see from the previous answers, this is an area where many Jira users rely on apps from the Atlassian Marketplace to fill some of the gaps in Jira's built-in SLA functionality.

If a Marketplace app is an option for you, you may want to check out 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 - including all JSM-specific fields - much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called history columns that aren’t natively available, including time to first responsetime in [status], time between [status] and [status], and many, many more.

All these history columns are calculated based on the issue's history at a given point in time, meaning that the data is available for all issues, regardless of whether an SLA has been defined or not.

This is how it looks in action:

time-in-status-v2.gif

As you can see above, you can easily sort and filter by your history columns, 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 sheet to XLSX or CSV in just one click.

Any questions just let me know,

Best,

Hannes

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 28, 2024

Hi @Eduardo Anflor - MindPro ,

The data you need is available in issue history and you can get it using Jira Rest API. It provides the exact status changes for each issue. It returns json, then you need to calculate it by coding which parses issue history rest api json for each issue.

Or you can try marketplace apps. We developed Status Time Reports app for this exact need. Here is the online demo link, you can see it in action and try without installing the app.

For a free solution, you can try the limited version Status Time Free.

If you have any questions, feel free to schedule a demo with us. Hope it helps.

 

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