SLA's not accurate

[Albert Manuel]

Hi there, can somebody tell me what I'm doing wrong here with the SLA's?

I have this SLA, where both issue types show 100% but the total for time to triage is 70%? How's the logic? See the screenshots

[Phill Fox]

Looking at what you now have as your SLAs it does make sense. 

So overall your achievement of SLAs is 70% that is to say that all ticket that meets the two criteria in your SLA definition have been triaged within the 2 hr SLA. 

Looking at the individual criteria you can see that Incidents are 92% and Service Requests are 50% for tickets currently open or actioned in the last 7 days. 

One reason for looking at open/actioned in the last 7 days is to allow trends to be identified and actioned quickly without looking at a long history. The downside is that this 7day period can be too short if key personnel are on holiday and not actioning the tickets. 

[Jack Brickey]

I wonder if the all remaining issues 0% is throwing things off? One way to test that would be to change your SLA to make all remaining issues “no target”.

BTW, curious as to why you include “created >= -7d”. Doesn’t this then imply it will ignore anything older than seven days. What if no one triages  something that’s 10 days old?

[Albert Manuel]

Hi @Jack Brickey 

I have changed the JQL, deleted the -7d etc, and I'm using just the issue type, and i have changed the All issues remaining to "no target" as you suggested, this is what i get now:

It makes no sense to me...

[Jack Brickey]

Have you gone through all of the issues associated with these results to see if it does make sense? I might even suggest exporting the results to excel where you can assess more readily.