Reporting on SLA per severity level

[genevieve_vandenhende]

Hi,

I am fairly new to using Jira. For our ticketing management, I have SLA set by severity level. I would now like to set up a report where I can see per severity level to what extent we are meeting the SLA. For this I have set up a report with 4 series - each with a filter on SLA Goal. Currently I have 2 issues:
- Time to response: Although I have already sent a reply to the customer via Jira, for the reporting "time to response" it only counts as soon as the ticket is closed. Only then it appears in the reporting.
- In the reporting, after the ticket is closed, the % for the different severity levels changes, while the level in the ticket is at severity level 0. How can I make sure that I get a percentage per severity level?

Thanks for your help!

[Walter Buggenhout · Accepted solution]

Hi @genevieve_vandenhende and welcome to the Community!

Regarding your first issue (making your issues appear in the report sooner), you need to specify the exact event when the SLA timer stops. It seems this is when you send a reply to the customer if I understand you correctly. In Project settings > SLA you can locate the configuration of the Time to Resolution SLA. See this support article for a bit more details.

And for the second issue, have a closer look at the second screenshot you shared in your question. Assuming that your Emergency series are the issue with Priority = Emergency (this can of course be something else, but just as an example), select Filter by specific issues and add "Priority = Emergency". Do the same for your other series, specifying the different priorities. That should return percentages for each series individually.

Hope this helps!

[genevieve_vandenhende]

Hi @Walter Buggenhout ,

Thanks for your reply! 

I have already set the condition to finish counting when a comment is sent to the customer. I created a test ticket myself as an admin- maybe it doesn't see me as a customer as I'm an admin? 

The second part of my question is solved :)! Thanks for your advice

[Walter Buggenhout]

That does happen indeed, @genevieve_vandenhende. If you create a ticket and you are an agent, JSM does not consider you to be a customer and does not evaluate that condition properly.

It is best to test with a real customer account that does not have agent permissions. 

[genevieve_vandenhende]

Indeed, @Walter Buggenhout . I've tried it as a customer and now it works :)!