Summary

The "SLA Success Rate Report" screen calculates and displays success rates for selected SLAs.

This report is only based on Jira Service Management SLAs. It is unrelated to Contact Definitions or Contract Reports.

Report Settings

To run the report, you select a pre-saved Jira filter that defines the issues you want to be included in the report and you also select an SLA.

The SLAs listed on this page are Jira Service Management's SLAs.

You also select the issue fields with which the issues will be grouped. You can leave the Group By selection empty if you want.

Report Structure

The report displays each issue group as a row in the report output.

Each row shows the number of issues in that group along with columns showing the number of successful or failed SLAs in that group and of course the Success Rate for that group.

The "Success Rate" is calculated as "the number of issues with successful SLAs in the group" divided by "the total number of issues in the group". 

Group By fields

The real power of this report is revealed by the use of Group By fields.

When no Group By fields are selected, the report will display a single row with the overall success rate of all issues in your filter.

When you select one or more Group By fields, the issues in the filter will be grouped by the field values of the selected fields and success rates will be calculated for each group.

A large selection of system and custom field types are supported as Group By fields. You can group your issues by project, component, assignee, reporter, issuetype, or any custom field value you like. 

System or custom date fields are listed as constituents of their dates (Year, Quarter, Month, Week, Day, Hour). This makes it possible to group issues by dates and get a trend analysis.

Dates

The issues in the selected filter can further be filtered (by created date, updated date, or resolution date) using the date selection on the toolbar.