How to review SLA breaches in Jira Service Management Cloud
Start with Jira Service Management's SLA success rate report. If a breach needs explaining, trace it back to the exact first-response or resolution metric on the request, then check its goal, calendar and pause conditions. Those details explain why two tickets that look alike can have different SLA outcomes.
Start with the built-in reports
- Open Reports in your Jira Service Management space. Use SLA success rate for target performance and Time to resolution to compare resolution duration across request types or priorities.
- Review first response and resolution separately. Use the exact SLA names your team configured, including custom names such as Priority 1 response.
- Open one met and one breached request. Check the selected metric's goal, working calendar and start, pause and stop conditions before escalating the result.
The Jira Resolution Time dashboard gadget uses elapsed time between creation and resolution. The JSM Time to resolution SLA uses the metric's configured calendar and conditions. A Friday-to-Monday ticket can span a weekend on the dashboard and count only working hours on the SLA. Built-in report types · How Atlassian distinguishes the two measures
Agree which requests and cycles the report covers
A July review can cover requests created in July or SLA cycles completed in July. Write down which one the team needs. A request created in June and resolved in July belongs to the second group. A reopened request may have more than one completed cycle, so a count of cycles can exceed a count of requests.
For a review of completed cycles with known outcomes, divide met cycles by the sum of met and breached cycles. For example, 8 met and 4 breached cycles give 66.7% met. Report any ongoing cycles and unknown outcomes separately. Track an ongoing breach as an active exception so it stays visible while the request is open.
Before sharing a percentage, check a reopened request, one request near the date boundary and one with a pause or holiday. Record any inaccessible requests or missing SLA data alongside the result. Atlassian's guide to creating SLAs
Export a request-level review
Atesen Software makes SLA & Time to Resolution Reports. Choose a service project, a request-created date range and its exact SLA metrics. The app shows completed-cycle trends, priority and issue-type breakdowns, and coverage warnings. Export CSV detail for investigation or a PDF summary for a review meeting.
The app scans up to 500 requests in a range of up to 93 days. Its monthly chart groups completed cycles by their stop month in UTC within the selected request cohort. If the review must count every cycle that ended in July, including older requests, confirm coverage before using that chart as the July total. Report setup and coverage limits