I want to add SLA met vs breached chart on the dashboard

[Hiti Verma]

How to add a chart which shows SLA met or breached tickets?

[Olha Onofriichuk_SaaSJet]

Hi, @Hiti Verma 

How do you measure your SLAs - using the Jira Service Management or other options? 

Maybe you could try another solution for Jira Cloud SLA Time and Report for Jira, which has the functionality of sharing charts on external dashboards, or with certain settings - on Jira dashboard. The chart will look like this: 

Check out this instruction, hope it will help you!

By the way, this add-on is created by my SaaSJet team, so if you have any questions, I’m ready to help you.

[Michael diLorenzo]

"InProgress - Exceeded" and "Exceeded-Completed??"

What is that graph measuring?

[Kateryna_v_SaaSJet_]

Hi @Michael diLorenzo 

The graph you see above is SLA Statuses Pie Chart. It shows an amount ratio of issues with different statuses of achieving SLA goals: in progress, met, and exceeded.

Now he has a little different view.

I am unsure if charts are more appropriate for this query, but I think showing other reports from the same SLA Time and Report add-on would be better. For example, the chart of SLA Met & Exceeded issues.

Or a Table view report.

[Ivan Garcia {Appfire}]

Hi @Hiti Verma 

I'm afraid it is not possible to do this on default Jira dashboards.

In case you're up for an add-on, our app Dashboard Hub - Reports & Charts includes SLA Accomplishment as a gadget that you can configure in seconds!

You can have a look at a real ITSM dashboard example here, containing several SLA Accomplishment gadgets.

Additionally, Dashboard Hub offers +70 gadgets, multi-project gadgets, pre-defined templates, external share, custom charts, different chart types, and more. 

Hope it helps :)

Iván, Product Marketing Manager

[Michael diLorenzo]

The sample dashboard is password protected.

I have installed a free trial of this app.  It does not provide a %SLA breached by priority.  That "Breached 4.8%" will not change, regardless of the priority you use on the graph.  It does provide the actual time to first response, which is available with the out-of-the-box Jira gadgets.

I'm absolutely amazed that there isn't a way to say "we met our SLA xx% of the time for critical priority tickets" in Jira.  This is a very basic metric.

[Ivan Garcia {Appfire}]

Hi @Michael diLorenzo 

Thank you for trying Dashboard Hub!

Our team is looking into your issue, but can't reproduce it. Could I kindly ask you to send us screenshots, a video, or the shared link to our support team or to my email?

ivan dot garcia at appfire dot com

We want to help you with it and debug it.

Here is an example of how you should be able to filter by priority:

All the best,

Ivan

[Michael diLorenzo]

To reproduce the issue:  Create a graph like the one you created, observe the "Breached: 50%."  Now change the priority for the graph.  Observe "Breached; 50%."  Change it again, and observe "Breached: 50%."

I'm not sure of the purpose of that graph.  If I select a priority, why do I also have to see "All tickets?"  The graph on the left is showing two different types of tickets, the graph on the right is measuring only one type of ticket.

[Ivan Garcia {Appfire}]

Hi @Michael diLorenzo 

Thanks for your response!

The line chart (the one on the left) displays the Time to First Response SLA for All the tickets (one color) and for the tickets with the selected priorities. The donut chart (the one on the right) displays the percentage of all those tickets that have breached or met the Time to First Response SLA.

To help you better, I kindly suggest you request a demo with our team in the "···" button of your dashboard, or raise a support ticket with our team. That way we can know your goals and show you how Dashboard Hub can help you get there :)

Thanks again for your interest in our app

[Michael diLorenzo]

The graph on the right actually shows the time to first response for all tickets.  I know this because when I change the type of ticket to measure from High to Critical to Low, that graph does not change.

Can you tell me what the graph on the left tells me?  "25w 6d 17h."  Does that mean that the average response time for High priority tickets is 25 weeks?

[Ivan Garcia {Appfire}]

Hi @Michael diLorenzo , thank you for your reply

Please don't pay attention to the numbers (25w 6d 17h) in our sample dashboards. The data we have in that instance is outdated because is a testing instance.

The issue you're experiencing shouldn't be happening. The best way to make you meet your needs with our app is to open a support ticket with our team so they can look into it and provide a solution. We're here to help you :)

[Jack Brickey]

Unfortunately this is not possible. I seem to recall that there was an open suggestion on this but I checked JAC without any luck. You might wish to use the in app Feedback link to let Atlassian know of your interest.