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Average SLA rate for Time to Resolution

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. 


Guilhem Dupuy Community Leader 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,



I'm posting as a separate comment.

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.



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


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