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SLA - First Business Resolution Metric

Kamlesh Panchal March 12, 2024

Hello,

Has anyone created a custom SLA for First Business Day Resolution?

Idea is to capture how many % of tickets were resolved in first 24 hrs since ticket was created. 

Regards,

Kamlesh

3 answers

0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 14, 2024

Hi  

I recommend an add-on SLA Time and Report from the Atlassian Marketplace.

Steps to solve your problem in add-on:

First, add 24 hours to the goal deadline.

So now you can see broken SLAs on this dashboard.

image.png

Next, you need to open the charts to see the percentage of tickets resolved in the first 24 hours after they were created.

image.png

Also, if you need, you can export this chart to EasyBI or other tools.

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 team can help you with the settings.

0 votes
Danut M [StonikByte]
Rising Star
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March 13, 2024

Hi @Kamlesh Panchal,

Try the gadgets offered by our Great Gadgets app, described in this article: 

https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

For this specific case, the Histogram gadget might be of great help for you.  It shows the cycle time distribution for the tickets in a filter. Currently it displays the issue count in range, not the percentage, but could easily modify the gadget to display percentages.   

image.png

The app offers some other ways to display this info. 

Hope this helps. If you have any questions for setting up these gadgets, please contact us at support@stonikbyte.com.

Danut. 

0 votes
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 12, 2024

Hi @Kamlesh Panchal , I have not done this for my own needs but certainly doable. Is your question about how to create the SLA or the reporting bit?

Example sla...

IMG_3807.jpeg

For reporting you could create a new report based upon the new SLA % met.

Kamlesh Panchal March 12, 2024

Hi Jack, 

Thank you for your response. 
Yes, I am looking to set SLA only. 
Here's what I have defined.

FDR1.pngFDR2.png

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 12, 2024

A couple of comments. First can you simplify the Goals to only have Highest using 24x7 calendar and everything else on the 9-5 calendar rather than listing out each priority? Secondly, what about issues reopened, is that a consideration. Personally I like using Resolution rather than Statuses.

with that said, what questions do you now have?

Kamlesh Panchal March 12, 2024

Hi Jacky,

We have not kept option to reopen the ticket once it is marked as resolved. 
Also how would it impact if I specify goals for each priority instead of specifying as everything/all remaining?

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 12, 2024

You can keep the priorities, individually listed however, the goals are exactly the same so I'm not sure why you would go to that trouble. In other words, it appears that you want a 24 hour goal for all issues on a 9-to-5 calendar with the one exception being any issue with the highest priority in which case you want a 24 x 7 calendar.

Kamlesh Panchal March 12, 2024

Perhaps, I feel there isn't any need for SLA I guess. All I need is to create a report that will return the # of tickets that are resolved within 24 hrs of ticket creation. Of course, it should honor the existing SLAs that I have defined (not the one mentioned before).

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 12, 2024

You could certainly create a daily report that reports on issues that were created AND resolved in the last 24h.

project = abc and resolution is not empty AND created >= startofday(-1) AND created < startofday()

give it a try.

Kamlesh Panchal March 13, 2024

Hello Jacky, the provided query does return the tickets that were resolved within 24 hrs of its creation. 

However, I need to be able to find % of tickets of total resolved ticket that were resolved in first 24 hrs depending on the SLA.

For example;

First Day Resolution = (Tickets resolved in 24 hrs / Total resolved tickets) * 100.

How can I achieve this?

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 13, 2024

Hi @Kamlesh Panchal , your previous reply indicated "All I need is to create a report that will return the # of tickets that are resolved within 24 hrs of ticket creation.". This is why I offered the JQL report. as you found, it only provides a list of issues that were resolved within the same calendar day of being created. 

your most recent post indicates that indeed you need what you originally asked for which is a percentage of issues created in one day and resolved in that same day. To accomplish this either:

  • use an SLA as previously discussed
  • consider using a third-party ad on application
  • consider using Excel or Google sheets. if you use sheets, you can automatically run your queries daily to populate a spreadsheet with calculations that you have created along with charts. Unfortunately with Excel, this is a manual daily routine.

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