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).
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[JSDSERVER-5453] SLA report should reflect "100% met" when no requests are opened during the reported time period
I posted a reply back on 08/Mar/2022 12:23 PM on my old account. I'm working at a new company now, using Jira and our stakeholders here would like this report as well, but this still hasn't been fixed. Is Atlassian working to get this resolved?
Because of that, small organizations just can't show nice report for SLA with small aggregate period.
Have to aggregate data per month to obtain something presentable...so bad follow up
Perhaps putting 100% is not THE solution, because we will have the opposite problem, but I guess it's more logical to have 100% than 0% because SLA are MET if no tickets 
Please fix it, as is these reports are incredibly difficult to read!
Please fix this problem, it is conveying inaccurate information. Wrong data is worse than no data so this needs urgent resolution to fix. The reports need to be consistent with the SLA calendar defined for report data sources.
Same here, will have to look for a workaround I guess until this is resolved.
Makes reports next to useless, if taken at face value.
Currently needing to export and manipulate data - a change as suggested above would be great and add value to the solution.
Agree with Richard above. These reports are 100% useless until this gets fixed. I cannot even imagine any situation where you'd want to work how it currently works, and this change can't take more than a few minutes to fix. I'm sorry but... wtf. Why do we have to beg.
Hi, this would be really useful for us if it could be fixed. At the moment these reports are pretty much useless for us to use to report back to stakeholders.
I asked GPT 3.5: How useful would it be for Jira users if Atlassian implemented the following improvement: SLA report should reflect "100% met" when no requests are opened during the reported time period
Currently, SLA reports only show the percentage of SLAs that were met or missed within a specific time period, but they do not take into account the absence of requests during that time period. As a result, the report may falsely show a low SLA performance even when no requests were opened.
By reflecting "100% met" when no requests are opened during the reported time period, the SLA report will provide a more accurate representation of the SLA performance, as it would not penalize the team for the absence of requests. This improvement would help teams to better understand their performance and make data-driven decisions for process improvements.
Overall, this improvement would make the SLA report more user-friendly and accurate, which would be a valuable addition for Jira users.