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Average SLA rate for Time to Resolution

Madhu Reddy
Madhu Reddy Dec 16, 2020

We would be eager to know the average time taken for the Time to Resolution SLA for tickets based on priorities. 

How to achieve this in Jira Service Management. 

Thanks in Advance. 

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Guilhem Dupuy
Guilhem Dupuy
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Dec 16, 2020

Hello Madhu,

You can achieve that using the Reports of Jira Service Management, available in your projet in the menu in the left bar.

You can use the Resolution time  report which will allow you to compute the resolution time on a given period.

 

Let me know if it helped,

Guilhem

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Gökçe Gürsel {Appfire}
Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Dec 16, 2020 • edited

Hi,

I'm posting as a separate comment.

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Gökçe Gürsel {Appfire}
Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Dec 16, 2020

Hi @Madhu Reddy ,

You can achieve this using Time to SLA.

We have a dedicated gadget - SLA Durations for this. Also, you add the Average time taken (Working duration) as a separate column to your SLA reports.

You can use Time to SLA for your business, software and service desk projects.

c233faed-9876-4862-96a6-1cc5eb3d53f7.pngScreen Shot 2020-12-16 at 14.15.24.png

 

 

Please let me know if you have further questions.

Regards,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

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