It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Inaccurate SLA reports Edited

Hello Community,

 

I am having an issue with my SLA reports. I have an excel that I use to combine all SLA's, Created vs Resolved, etc. In Jira, I have an SLA and Created vs Resolved for each department. I take the averages from JIRA then put them into the spreadsheet and calculate the averages for the department as a whole.

I have a report in JIRA service Desk that should be showing me the averages for the JSD as well. My issue though is that the numbers are completely different. I use the Past Year by month for all the departments:

 

The order of the report is: Critical, High, Medium, Low , Average

Dept1:  

2020-02-03_10h29_58.pngDept2:

2020-02-03_10h32_13.pngDept3:

2020-02-03_10h32_47.png

Averages should be something like. .74 , 21.90 , 16.08 , 5.98 , 14.44

However, When I do the SLA averages as a whole for JIRA, the numbers are drastically different. 2020-02-03_10h40_46.png

As you can see, for High the averages are 11.78, but using the averages by dept. shows 21.90

As a note: Tickets are assigned to dept. based on Security level. I use level = XXX to create the reports.

I checked each series and all have same logic to remove Test tickets, so even if they were incorrect logically, data should still be consistent. I even tried changing the logic so it specifically calculated the averages for those 3 departments, nothing changed. So what em I missing? these numbers are very inaccurate and I don't know which report to believe.

 

 

0 answers

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Next-gen

Keyboard shortcuts have arrived for next-gen projects!

...ollected feedback from users around the lack of shortcuts, and we’re here to address that: In next-gen projects, I miss the keyboard shortcuts badly. This is particularly true on the Board, but also i...

282 views 2 5
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you