Is there a way to include multiple SLA cycles results in SLA reports

[Alex Kiselev _Itransition_]

There is an issue

https://jira.atlassian.com/browse/JSDCLOUD-2518

but it looks not very popular, unfortunately.

Jira Service Management allows restarting SLA in the same issue and it is SLA cycles.

As the result, we might have a row of SLA results (met-breached-met-..) in one particular issue.

But reports are taking into account only the latest SLA cycle information.

So reports are drilling down to the issues, but not cycles.

And it is difficult to build an accurate measure of process performance.

Are there any working workarounds about the problem?

Or probably some apps provide such SLA reports based on cycles?

Thank you in advance,

Best regards,

Alex.

[Tuncay Senturk]

Hi @Alex Kiselev _Itransition_ 

As of my understanding, you want to keep track of an SLA which might be applied for the same ticket several times. The general rule of thumb for SLA: Once completed, the contract with stakeholders for a single issue can have ONE value: Met or Breached.

But you want to track multiple cycles, restarting and having separate values per cycle.

I'd recommend changing your workflow and tracking each cycle on separate issues (which means separate SLAs). You can link those issues or track them as main/subtasks.

However, if this is not the case, you can easily drill down each cycle and see how much time it was spent on each cycle using an SLA app on Atlassian Marketplace, but this way you have to switch from JSM SLAs to those apps' solutions and still you will not have MET/BREACH value for each cycle.

Please let me know if it was not clear.

[Zoryana Bohutska _SaaSJet_]

Hi @Alex Kiselev _Itransition_ 

You can try Time between statuses to calculate the time ticket moves from one SLA status to another. This app allows select such conditions as first/last transition to/from status.

This app is created by my team, so if you have any questions let me know