SLA breached reports

Hello guys,

We are using the Service Desk plugin atm and everything is great except for one thing: the reports available (by day and by week) feature only cases that were resolved (i.e. the 'stop' condition was fulfilled). If my engineers have any cases that are still being worked on (i.e. SLA was breached yesterday, but the case is still open today and the clock is still ticking), such cases will not show up in yesterday's chart.

I, however, am interested in knowing just when exactly the SLAs were breached regardless of whether the timer is still ticking or not. Unfortunately, I wasn't able to find a way to accomplish my goals with the tools available.

Does anyone know a workaround? Maybe some other plugin will help?

TY in advance.

2 answers

This widget could not be displayed.

Hi - we're using dashboards to monitor SLA breaches - so setting up a view for the Agents to show any tickets, with the JQL reading ""Time to resolution" = breached()". Doesn't matter if the ticket is open or Resolved, this will list off all tickets in the queues which has breached.

Any help?

Jp

This widget could not be displayed.

We calculate based on each SLA cycles that have been breached which gives a better picture for analysis.

Plugin link 

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted yesterday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

54 views 1 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you