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<SLA> - Summary
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This report shows the information about one SLA measure (in this example: "Time to first response"). It shows what percentage of all issues have met the defined SLA time and what is the total count of issues with this SLA. 

How to build it

Add Issue dimension in Rows. In Measure dimension select Service Desk measures SLA - Met % and SLA - Issues and unselect default measure Issues created. In this example, the SLA name is "Time to first response", thus the measures are "Time to first response - Met %" and "Time to first response Issues".

  • "<SLA> Issues" measure shows the total number of issues with the corresponding SLA information. Using this measure, issues are counted by their current or last SLA cycle.
  • "<SLA> - Met %" is the percentage of issues that have not breached SLA.

Add the Issue dimension in Rows. Add the Time dimension to Pages for filtering report data and select predefined calculated member Last 12 months from Time dimension, use it to filter the report data. From the Time dimensions select also calculated members "All Times", "Current month", "Previous month", "Current year", and "Previous year" so they are available in Page filter options. In Pages also select dimensions "Project", "Issue type", "Priority", and "Customer Request Type" for report filtering.

Select option Hide empty rows and columns so only measures with value would be shown. 

Switch to the Gauge tab and in the toolbar select option Only values. Add Gauge limits for "SLA - Met %". 

See also