Problem with counting total issues where all SLAs metrics met

Questions & Answers
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1

Hi,
hope someone can help me.
I am trying to implement a report which should show ‘Resolved issues’ and ‘Issues where all SLAs met’. I bumped into a situation where JQL and measure count differently.
JQL Example (give issues for period where all SLAs met) return 898 issues
Measure (custom) “Reaction and Resolution SLAs met” return 847 issues.
I don’t have any additional conditions on import side.

Measure (custom) “Reaction and Resolution SLAs met” was made with AI assistant and code looks like

Sum(
  Filter(
    Descendants([Issue].CurrentHierarchyMember, [Issue].[Issue]),
    [Measures].[Issue Reaction SLA Breached] = "Not breached"
    AND
    [Measures].[Issue Resolution Time SLA Breached] = "Not breached"
    AND
    [Measures].[Reaction SLA Issues] > 0
    AND
    [Measures].[Resolution Time SLA Issues] > 0
    AND
    NOT IsEmpty([Measures].[Issue resolution date])
    AND
    [Measures].[Issue resolution] <> "Unresolved"
  ),
  1
)
2

I don’t why but I couldn’t to attach files (
“An error occurred: Sorry, new users can only put one embedded media item in a post.”

3

Hi @Aleksandr_Bedovyi,

You reached out to eazyBI support directly with the same question. Please review the answer given there.

For the discrepancy in SLA average duration, please compare the issues considered in the JSM report and those considered when drilling through issues in eazyBI. The eazyBI measure shows the average of elapsed hours for all completed SLA cycles in that period (as SLA Elapsed hours divided by SLA Completed cycles).

The JSM reports might consider and include issues that were still in the cycle at the end of the particular day. I could not find reliable information on the “SLA (avg)” series in JSM reports.

For the second problem, let us consider the most basic measure, “Issues resolved”. In the JQL, you have set up a filter for the project. In the eazyBI report, there is no filter by project. Are there projects other than the “IT Operation Help Desk” selected for import into the particular eazyBI account? That would explain the difference. Consider adding the Project dimension to the report pages and selecting the particular project.

Kind regards,
Roberts // support@eazybi.com