How to create a dashboard to show incidents about to miss SLA

[Walter]

Hi all:

Is there a way to create a report in EazyBI or in JSM to help Incident Management team to identify group of incidents ordered by SLA due date (for instance: 10 tickets will miss SLA in the this week, 23 will miss it in the next week, etc.)?

Thanks!

W.

[Walter · Accepted solution]

Hi all:

Thanks for taking the time to answer. Finally I found an answer in another forum. I can't find the link now, but in the post they shared this demo [SLA with ongoing cycles - Jira Service Management Demo - eazyBI](https://eazybi.com/accounts/1001/dashboards/42282-sla-with-ongoing-cycles).

I adapted one of the reports and that's what I needed!

W.

[Vitaly_Berezovsky_SaaSJet]

Hi

For these purposes, I can recommend the SLA Time and Report.

SLA Time and Report users can share charts to any type of external dashboards. It can be Kliopfilio, Eazy BI, Power BI, GeckoBoards, etc.

To share the SLA Time and Report’s chart, follow the steps bellow:

1. Generate the required type of graph.

2. Click on Capture and Copy 

3. Paste the link you get to the source of the dashboard you use.

Let's take Kliopfolio as an example:

1. Click Add source.

2. Select the type of source - RESR/URL.

3. Paste the URL you've copied in SLA Time and Report add-on.

4. Follow all the next settings according to Kliofolio or other dashboard instructions.

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.

[Oskars Laganovskis]

Hi @Walter ,

You might define a new JS customfield retrieving the Due timestamp from the issue data.

You might read about creating a new calculated field here - https://docs.eazybi.com/eazybi/data-import/data-from-jira/jira-custom-fields/new-calculated-fields

The JS code might be something like the following,

if (issue.fields.customfield_NNNNN && issue.fields.customfield_NNNNN.ongoingCycle){
var duestamp = issue.fields.customfield_NNNNN.ongoingCycle.breachedDate;
var duedate = new Date(duestamp);
return duedate.toISOString();}

where NNNNN stands for the customfield ID for the respective SLA.

You might then import this field as a datetime measure. That would create a new measure - "Issues with <custom date field>". 

Then, you might find the issues about having the SLA breach on a specific date with a calculated measure having the following tuple.

([Measures].[Issues with <custom date field>],
 [<SLA name> State].[Running])

Please feel free to contact eazyBI support directly if you need further assistance.

Regards,

Oskars / eazyBI Support

[Kian Stack Mumo Systems]

@Walter, 

How long are your SLA's? You can always use the JQL like this:

""Time to resolution" = running() and "Time to resolution" <= remaining("40h")"

To find issues that will breach within a certain period of time. That JQL can be saved as s filter and then used in filter results dashboard gadgets.

[Walter]

HI @Kian Stack Mumo Systems 

Thanks for answering. I added your suggestion to the query and it seems filtering works, and I can have the info in a table gadget

but what we need is a grouping of incidents based on SLAs (for instance, weekly or daily grouping), something like (this grouping is based on the created date, so it helps but it is not the same)

Thanks

W

[Kian Stack Mumo Systems]

I don't know that it is possible to do that out of the box, but I did find this app which might be interesting to you!