Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to calculate SLA Success Rate


I am trying to calculate the SLA Success Rate using Met and Breached with the following logic. 


SLA Breached = Number of tickets breached (Time to resolution breached = True) / total number of tickets per Resolved Date (MM/dd/yyyy)

The following image is the one I want to calculate in Power BI. I am using AOI to connect Power BI to Jira service desk.


jira query.PNG

But this calculation is not giving me the correct values. Can anyone please help me or give me the formula to obtain the precise calculation of the above fields (SLA Met and SLA Breached)? I could not find any other resources to achieve this.



1 answer

0 votes

Hello @Surafel Eshetu Tilahun,

Welcome to Atlassian Community!

I can see that your site administrator created a ticket with our support team and they are already investigating the issue.

The ticket was shared with you, so you should be able to view the comments:

Since the ticket is related to the same issue you mentioned here, let’s focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms.

Kind regards,

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

195 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you