NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Summary
When no issues are opened during a reported time period, it is more useful to management(who is reading the report) to see that 100% of a goal was met rather than 0%. With the current design of the '% Met' report options, it is impossible to tell whether a bunch of tickets have been raised and breached, or no tickets have been raised at all.
Environment
Service Desk 3.8.1
Steps to Reproduce
- Use the default SLA goal configuration in a pristine environment
- Create a new test issue at the "Highest" severity
- Immediately transition the issue to closed
- Create a new custom report that displays 'Time to resolution - % Met'
- Set the report to 'Past 48 hours'
- Notice the spike from 0% to 100% in the last hour
- Wait an hour without opening any other issues
- Notice the last hour moves back to 0%
The same behavior happens when 'Time to first response - % Met' is selected.
Expected Results
During periods where 'No issues' are found, the goal of responding to or resolving zero tickets has essentially been achieved. This should be reflected as 100% met.
Actual Results
Periods where 'No issues' are found reflect as 0% met. This information doesn't reflect whether issues are not being responded to or if no issues came in at all.
Workaround
While it is possible to us the 'Time to first response - Breached' and 'Time to resolution - Breached' options to get similar information from the opposite direction, the '% met' reports contain totals for all of the incoming tickets. This is potentially more useful because you might be able to extrapolate why issues are breaching(e.g., higher volume).
