How is Time to First Response calculated?

[Alexis Collins]

Also, is there a way to view all open SLA's instead of just 7 days.

- Are the Highest Priorities Weighted?

- If the Time to First Response is negative does that count against the overall percentage?

Last night I changed all on-going time clocks to Unassigned then to Assigned. But the percentage dropped instead of going up.

Please advise!

Thanks!

Current SLA View

4% Time to First Response

Only showing results for all ongoing SLAs within the last 7 days.

Issues	Goal	Calendar	Success rate
priority = Medium	12h	AMI Parking Support Normal Support Hours	1%
priority = High	4h	AMI Parking Support Normal Support Hours	8%
priority = Highest	2h	AMI Parking Support Normal Support Hours	19%

Yesterday's SLA View

5% Time to First Response

Only showing results for all ongoing SLAs within the last 7 days.

Issues	Goal	Calendar	Success rate
priority = Medium	12h	AMI Parking Support Normal Support Hours	2%
priority = High	4h	AMI Parking Support Normal Support Hours	8%
priority = Highest	2h	AMI Parking Support Normal Support Hours	21%

[Earl McCutcheon]

Hello Alexis, 

This is partially covered in Reporting on SLAs:

Select a data point on the chart and view all of the issues that were used to calculate the % met metric. We calculate the total from issues that successfully met the goal and those that breached the goal, regardless if they are paused or ongoing.

So basically it's total metric met divided by total issues in the metric, and the negative number is considered a Breached issue or Metric was not met, as covered HERE.

Next the Report only covers the Ongoing and last 7 days of metrics:

The success rate for SLA goals is calculated over all issues with ongoing SLAs and last 7 days' issues, including both completed and ongoing SLAs.

SLAs are not shown if they have no goals set.

So if a negative number is outside the 7 day window when the metric is met this could fall off the percentage.  And If you have done an import of resolved issues you may have SLA timers still ticking on those issues causing the Percentage shifts as covered in: JSDSERVER-4525

Then Refer to Setting up SLAs as this covers more on how the Metric triggers the SLA status (Start, Stop, & Pause), 

Regards,
Earl

[Alexis Collins]

Thanks Earl!

Super helpful!