Trouble with a default filter at REPORTS Menu in JSM - SLA

[Miguel Neto]

Hi,

I’m having trouble with a default filter at REPORTS Menu in JSM, don’t know if i missed something or if it’s working improperly.

First I have configured a calendar defining my business days from Monday to Friday, 08h ~ 12h and 13:12h ~ 18h (each day).

I’ve associated the calendar into my two default SLA goals:

1. Time to first response;
2. Time to resolution;

I’ve set the goals for two Request Types, Incident and Service Request.

I’ve also set the start, pause and stop conditions in the goals as below:

Time to First Response: Start When issue created, pause When set to status PAUSED manually and stops When asignee inserts an open comment or alter issue status to “DOING”;

Time to Resolution: Start When issue created, pause When set to status PAUSED manually and stops When RESOLUTION set, or When issue status alters to “CLOSED/FINISHED”.

After doing all that, I've finally created a Report setting two series, choosing “% met of first response” and “% met of resolution”.

I also have applied the filter “JQL From SLA Goal” and Selected the Goal from SLA (that’s associated with my business calendar). Ps:(One Series for the Incidents and another for Service Requests).

My Report works fine when I’m searching within a custom timeframe and selecting days from Monday to Friday, but after selecting the Other options, the report shows informations from the whole week, incluing weekends, instead of respecting my calendar configurations (for example: 7 days, 14 days or 30 days).

As it occurs, my SLA is being shown a lot below the reality, and I can’t progress further with sharing this data with others. (As this options are the default ones and available for all members of team Project).

Can someone help me?

Thank you in advance. 😊

[Angélica Luz · Accepted solution]

Hello @Miguel Neto,

Welcome to the Atlassian Community!

On Jira Service Management, the reports are based on JQL and it’s not possible to remove weekends since it’s currently not supported to filter specific days using JQL.

There are feature requests suggesting improvements for that:

• JQL queries that vary by day of the week
• Option to set the SLA report showing "100%" for "% Met" series when there are no issue created on that day

Please, click on Vote for this issue and also watch it to receive updates from our product managers.

Kind regards,
Angélica

[Miguel Neto]

Hi @Angélica Luz , thanks for answering.

I'll try this solution. :)