Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-5453

SLA report should reflect "100% met" when no requests are opened during the reported time period


    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • SLA
    • 4
    • 3
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.


      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.


      Service Desk 3.8.1

      Steps to Reproduce

      1. Use the default SLA goal configuration in a pristine environment
      2. Create a new test issue at the "Highest" severity
      3. Immediately transition the issue to closed
      4. Create a new custom report that displays 'Time to resolution - % Met'
      5. Set the report to 'Past 48 hours'
      6. Notice the spike from 0% to 100% in the last hour
      7. Wait an hour without opening any other issues
      8. 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.


      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).

            Unassigned Unassigned
            asweeten ASweeten
            115 Vote for this issue
            68 Start watching this issue