SLA & Time to Resolution Reports documentation
Documentation for SLA & Time to Resolution Reports. Coming soon: public installation and purchase are unavailable. These pages describe the current implementation; live JSM and production licence acceptance are still open.
Requirements and availability
- Jira Service Management Cloud, a service project with native SLA metrics, JSM agent permission and Browse Projects access.
- The app has a project page and a global Apps page titled SLA Reports. These instructions apply when installation becomes available.
- The implementation requires an active Marketplace licence or trial for production report calls and rejects missing or inactive licences. Real production licence acceptance remains unverified. No purchase or install link is available here.
Build a report
- Open SLA Reports from the project sidebar or Apps. On the global page, enter the service project key.
- Select request-created from and to dates, up to 93 days inclusive. Jira interprets the created-date JQL filter; this is not a completion-date filter.
- Build the report and select the exact first-response and resolution SLA metrics used by the project. Custom or translated metric names are supported.
- Review selected metrics, completed outcomes, ongoing cycles and coverage warnings before interpreting totals.
- Download CSV detail or the PDF summary. Your browser creates the files locally; protect them as Jira data.
How to read the figures
- Native JSM goal, elapsed duration, remaining time, breached, paused and calendar-hours values are authoritative.
- Completed-cycle compliance includes completed cycles with known met or breached outcomes. Ongoing cycles and unknown outcomes are excluded from that denominator.
- Reopened requests may have multiple cycles. Cycle counts are not unique request counts.
- Monthly trends use completed-cycle stop timestamps in UTC and include all returned cycles for requests created in the selected cohort. They are not a census of all cycles stopped during that period.
- Priority and issue type are current request fields, not historical values at completion. Reports combine several paged reads and are snapshots, not atomic live dashboards.
Working-hours preview
Native SLA durations already reflect the calendars configured in Jira Service Management. Configure authoritative SLA goals and calendars there.
The separate preview measures a chosen UTC interval using an IANA time zone, Monday-to-Friday working hours with whole-hour start and end values, and holiday dates. It accounts for daylight-saving transitions. It does not overwrite native SLA values or persist settings; page settings reset on reload.
Limits and troubleshooting
- At most 500 requests and a 93-day selection. Narrow request-created dates when coverage is incomplete.
- Missing metrics: check the exact metric selection and that the project has native JSM SLA cycles. Missing data does not establish a met target.
- Access or read failure: check JSM agent and project/request permissions. Inaccessible requests and SLA pagination truncation are coverage gaps.
- Jira HTTP 429 stops the scan without automatic retries. Wait before manually retrying with a smaller cohort. A failed scan does not export a successful report.
- Licence error: production report calls require an active Marketplace licence or trial. Ask your Jira administrator to check status once public installation is available.
- Download problem: allow downloads for your Jira site. CSV neutralizes spreadsheet formula prefixes; PDF uses a bundled Unicode font, with unsupported glyphs shown as a question mark.
Permissions and data handling
The only requested scope is read:jira-work. All Jira API reads execute as the signed-in user (Forge asUser). A read-only POST JQL search does not modify Jira. The app does not update requests, comments, SLA rules, calendars or project settings.