Track sla breach per team

[WasimBuden]

Hello Community, 

We need a way to track SLA breaches per team, per assignee as a KPI is this achievable on JSM?  The requirement is to track SLA breaches per team, currently, we cannot visualize them.

Regards,
Wasim

[Tanya _NaraSyst_]

Hello, @WasimBuden, you may have a look at this article which describes several approaches to track and visualize SLA Breaches in JSM (per team, per assignee, with target set, by issue type etc.) with our app Performance Objectives: Charts for Jira.

[Petter Gonçalves]

Hello @WasimBuden

Thank you for reaching out.

You can easily track tickets in which SLAs are breached per assignee by creating custom filters, and posteriorly creating custom reports to return the information you want. Let me give you an example:

Let's suppose you would like to get a report that provides a chart comparing the number of tickets that have met or breached a specific SLA goal for a specific assignee. These would be the steps:

1. At the header of your Jira application, click on Filters > Advanced issue search
2. Create the following JQL query and save it as a filter, where "assigneeid" is the assignee you want to return in the report:
   assignee = "assigneeid"
3. Navigate to your JSM project > in the left bar, click on Reports
4. Scroll down to the custom section and select "SLA Met vs Breached"
5. At the top-right corner, click on ... > Edit Report > Add series
6. Add the filter you created to the report series

Regarding the inclusion of issues assigned to your entire team, you can manually add each team member to the assignee field in the filter, or use another field to identify the issues of your team. E.g: Labels.

Let us know if you have any questions.