Time to resolution for open issues (running cycles)

Questions & Answers
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1

Hello!

I’m looking for a way to get the elapsed configured SLA resolution time from Service Desk open issues, as a Measure in EazyBI.

From the default measures and some custom fields, I can get a lot of information about this resolution SLA but only for issues that are closed or have completed cycles. What I need is the elapsed SLA resolution time that is still ticking.

I’ve tried a few things here in the community and exploring by my own, but nothing seems to work. It feels like it should be simples, because the data is there but when it comes to EazyBI, it only shows for resolved issues.

I’m willing to work with Advanced javaScrips settings and calculated measures but I can’t used any addons for that.

Thank you in advance.

2

Hi Filipe,
Welcome to the eazyBI community!

Unfortunately, eazyBI does not support tracking ongoing/running SLA cycles for open issues. This is by design due to several technical limitations:

  • SLAs can be paused and have complex calculation rules (eazyBI has some functions to calculate days or hours between two dates, but that would mimic only extremely simple SLA)
  • eazyBI data imports happen periodically, not in real-time
  • Reporting on ongoing SLAs could become unreliable due to stale data

As a general rule, we recommend using eazyBI for retrospective SLA reporting of completed cycles. For real-time SLA tracking, please use Jira Service Management’s native SLA features.

Kindly,
Ilze

3

Thank you for the reply, Ilze!

I had a suspicion that it was indeed due to technical limitations, but EazyBI is so flexible that maybe a workaround was possible.

Thank you again for clarifying that. I’ll follow the recommendations :smile: