SLA Metrics

Teams worldwide rely on Jira Service Management (JSM) as their IT Service Management solution (ITSM) and encounter the need to closely monitor their Service Level Agreements (SLAs) for the most insightful perspective over the service they provide.

In this article, we will show you how to supercharge your Jira SLA reporting with the Performance Objectives: Charts for Jira app. Discover JSM SLA metrics within the app’s supported dashboard gadgets, including ‘Performance Objectives,’ ‘Performance Trend,’ ‘Multi Metric Trend,’ ‘Multi Metric Combined,’ and ‘Circular,’ among the ten available.

Standard and Custom Metrics and Fields Supported for JSM SLA Reporting

SLA customFieldType supported2

Our app also offers support for the ‘SLA Custom Field Type,’ enabling users to report on all their custom SLAs.

Here’s a list of available metrics and fields within the app to enhance your SLA reports in Jira Service Management:

Field Name
Usage
Dashboard Gadgets

1.
Approval Completed
calendar_month
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history
2.
Approval Created
calendar_month
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history
3.
Approval Decision
abc
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history
4.
Approval Users
people
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history
5.
Time to resolution (SLA)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

6.
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

7.
Time to review normal change (SLA)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

8.
Time to close after resolution (SLA)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

9.
Breached (h)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

10.
Elapsed (h)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

11.
Goal (h)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

12.
Number of cycles
pin
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

13.
Remaining (h)
timer
M
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

14.
SLA Is Breached
abc
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history
15.
SLA Is Paused
abc
F
stacked_bar_chart
area_chart
donut_small
ssid_chart
shape_line
scatter_plot
space_dashboard
join_full
blur_on
history

SLA Metrics: Time to Resolution Breached Report

The following configuration shows how you can utilize SLA metrics such as ‘Breached (h),’ ‘Elapsed (h),’ ‘Remaining (h),’ ‘Goal,’ and ‘Number of cycles’ for each SLA defined in Jira Service Management.

On the right is a settings image. Below, you can find a video with the configuration steps:

SLA Display Options: Time to First Response Breached

The following configuration utilizes SLA fields such as ‘Is Breached’ and ‘Is Paused,’ which are accessible for each SLA defined in Jira Service Management and uses thoes for the ‘Group by’ Display option.

On the right is a settings image. Below, you can find a video with the configuration steps:

Enhance ITSM SLA Reporting with SLA Metric Distribution

The Performance Objectives: Charts for Jira app offers a robust metric distribution feature, allowing users to utilize SLA metrics, but also Time, Number, Dynamic metrics as fields and segment them into custom distribution slots using the ‘Slot Splitters’ functionality. Metric distribution enhances SLA metric management by providing valuable insights into compliance and performance directly on Jira dashboards. Custom time slots are crucial for monitoring response and resolution times, helping teams swiftly identify breaches and take corrective actions to maintain service quality and customer satisfaction.

In this chart, we apply a conditional expression for metric calculation and use custom slot splitters for the ‘Display by’ SLA metric. Additionally, the bars are stacked by ‘Priority.’

On the right is a settings image. Below, you can find a video with the configuration steps:

Delve into our content for extensive insights and ideas regarding SLA Reporting in Jira Service Management using the Performance Objectives app. When applicable, we also provide alternative approaches for reporting on similar metrics in Jira Work Management and Jira Software projects.

You can also use the Performance Objectives app to:

Should you require additional assistance with configuring your reports and KPIs, please don’t hesitate to contact our Support Team.

Start your 30 days free trial of Performance Objectives: Charts for Jira from Atlassian Marketplace.

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