Running SLA reports by Organisation

[Robert Edyvean]

What is the best way to set up reporting on SLAs by Organisation? Let's say you want to run a reasonably generic report like "Time to Resolution" but want to run it for all "Organisations"  and to extract each individual report for each Organisation, with a header for Organisation? Is this possible and if so what is the way to achieve it? I can see that you could add a filter to a specific report at run time, or create individual custom reports for each Organisation, but that doesn't seem intuitively to be the way to go if your Organisation list will grown dynamically (we work in Healthcare and our Organisation list will effectively be hospitals and Trusts)

[Zoryana Bohutska _SaaSJet_]

Hi @Robert Edyvean 

Also, you can consider SLA Time and Report (developed by my team). It lets you set up reporting on SLAs by the whole organization. Because it allows to configure and monitor SLA not only for Jira Service Desk tickets but for Jira Software or Core issues. So you can generate reports like "Time to Resolution" for all organizations, not only for the support team. 

Data in the report you can filter by different parameters you need (project, report, filter, label, sprint, assignee or others). Also, it lets filter data by JQL too. 

Hope it will help you

Best Regards

[Gökçe Gürsel {Appfire}]

hi @Robert Edyvean ,

You can try the Reporting features of Time to SLA.

Just navigate to SLA summary or SLA detailed report, select your parameters, and add Organization in the custom field section. After you run the report you can save your configuration for later use.

You can also customize the JQL of the report to generate organization-specific reports, save them, and use them for regular analysis.

You can also export reports to Excel easily. Time to SLA works with Service Desk, Software, and Core projects.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

[Robert Edyvean]

Thanks @Gökçe Gürsel {Appfire} - that looks useful although it also looks like a third party add-in and there would be an incremental cost associated?

[Gökçe Gürsel {Appfire}]

Yes @Robert Edyvean , that is correct. You can try it for free though.

[Tessa Tuteleers]

Hi @Robert Edyvean , 

Sadly you can't add new series dynamically in Jira Service Desk reports. 

I was thinking you might use a Two Dimensional filter on a dashboard with a filter on the SLA Breached or Completed,.. and then the organisation on the Y-axis, but that gadget does not allow to show the Organisation. 

So I'm afraid this just can't be done without an outside reporting tool. 

But if someone else thinks of something, I'd be interested to know! 

- Tessa

[Robert Edyvean]

Thanks!

[Eduardo Santos]

Hi @Robert Edyvean

The reports would have to be individual to each of your organizations, it isn't possible to run a single filter and extract per organization unless you mention that organization in the JQL query. A workaround could be to create a general report and export it to excel with the organization field on it, so you can filter it on a sheet.

[Robert Edyvean]

Thanks @Eduardo Santos yes that sounds like a good solution (Excel export).

[Robert Edyvean]

But how to add the organization field to the report? How would the report be able to display both the time series data and the organisation field, which is effectively a different "dimension"? Or would I have to create a lower level report with the organization field and do the summary time series analysis in Excel? (Excuse me if I'm asking a silly question :-))