Track SLAs without Admin Access

[Jake Norton]

Hi there,

I'm trying to track total time over SLA in JIRA for our support team but I am not a JIRA admin myself and we do not have SLAs enabled on the project. Is there a way to achieve these metrics with some custom filters by chance?

[Mehmet A _Bloompeak_]

Hi @Jake Norton

Welcome to the Atlassian Community!

If you prefer to use a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

You can get use cycle time(the time it takes for the team to start working on an issue and complete it) or lead time(the time interval between the moment an issue is requested to the moment it is completed) report. Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at Lead Time for Each Issue and Cycle Time for Each Issue reports.

For further details, you can have a look at Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters article and Status Time Reports How to Videos.

App Features:

• This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

• You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
• Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
• You can set different duration formats.
• You can export reports in CSV file format and open them in MS Excel.
• You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
• You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

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

Hope it helps.

[Valeriia_Havrylenko_SaaSJet]

Hi @Jake Norton  👋

Welcome to the community!

If you consider installing third-party add-ons to help, you can try Time in Status. 

With it's 7 types of status reports, you can easily track SLA without admin permission

• For this just easily create Status Group like Cycle or Lead time.

Also add-on able to present data as Charts, Graphs.

So you can easily monitor the issue progress and who is responsible for some bottlenecks.

Dashboards gadgets feature will keep your finger on the pulse and track team productivity in real-time.

Add-on has 30-day free trial, free up to the 10 users and developed by my team. 

---

Another option can be Time Between Statuses. You can calculate various metrics 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. 

  

You can also set up highlights of values that exceed the permissible level, and in this case, you can receive issue and email notifications.

Add-on developed by my by SaaSJet team. 

We are offering you a 30 days of free trial, and you can also book a demo with our specialist.

Hope it helps 😌

[Gizem Gökçe _OBSS_]

Hello @Jake Norton ,

Welcome to the community!

f you want to see SLA breaches, you will need to extract data from the Issue History. I suggest you 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)

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. 

 

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

[Christopher Yen]

Hi @Jake Norton , it's a bit tough without SLAs setup because the fields like Time to resolution will be empty. I would try to work with your Jira admin to setup some basic SLAs for a baseline or reporting if possible. 

As a user with just filters I think the best you can do is filter the tickets you want metrics on and get the columns for created date and resolve date (in my instance the fields are just called "Created" and "Resolved") and then export to csv or sheets and do some time to resolve calculations 

[Samuel Gatica _ServiceRocket_]

Hi @Jake Norton 

Welcome to the community!

To enable the Service Level Agreement (SLA) in your Jira Service Management project, it is not necessary to have Jira Admin privileges. You only need to be a project administrator for the specified project.

Best regards

Sam

[Jake Norton]

Hi Sam,

Thanks for the info! Unfortunately I'm not the project admin either. Is there another way to get SLAs through filters by chance?

[Samuel Gatica _ServiceRocket_]

Hi @Jake Norton 

The Service Level Agreement (SLA) is a functionality that is available exclusively within the Service Project type and can only be activated and configured by the Project Administrator.

Further information can be found in doc Create service level agreements (SLAs) to manage goals 

Best regards

Sam