SLA Percentage Calculation Question

[Wendy Barrington]

Good morning,

This may be a very silly question, but I've been having a discussion with a colleague over the SLA calculation of percentage met. 

My understanding is as follows: Once an issue has breached it's SLA, it counts as a breached ticket every day until it is resolved (SLA paused w/ SLA end at close), regardless of status changes. 

Tix-1 - In Progress no breach on Oct 1, 2023, Resolved on Oct 1, 2023.

Tix 2 - Waiting for Customer no breach on Oct 1, 2023, Customer response, resolved on Oct 2, 2034.

Tix 3 - Waiting for Customer w/ breach on Oct 1, 2023, the customer responded on Oct 4, 2023.  And, the ticket was resolved on Oct 5, 2023.  

Assuming no other tickets are added to the system

Oct 1 = 1 breach (Tix-3)

Oct 2 = 1 breach (Tix-3)

Oct 3 = 1 breach (Tix-3)

Oct 4 = 1 breach (Tix-3)

Oct 5 = 1 breach (Tix-3)

Oct 6 = 0 breach

Is this correct?

[Dave Mathijs]

Hi @Wendy Barrington 

Statuses like 'Waiting for customer' should pause the SLA time to resolution.

The SLA counter stops once a resolution is set to an issue (regardless of the status).

(and it should restart if a ticket is re-opened, so the cycle starts again because the issue doesn't seem to be resolved when it's re-opened)

[Wendy Barrington]

Hi @Dave Mathijs ,

I understand that.  Our SLA timer pauses at Waiting for Customer (Waiting for Approval, and other status).  My question is surrounding how Jira uses that breached Waiting for Customer ticket when calculating SLA percentage.