How to calculate Average Time to Resolution SLA for Service Management

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目的

Jira Service Management provides many default reports, one of which is the Time to Resolution report, as listed here: Setting up service project reports - Default Jira Service Management reports. This article is a detailed explanation on how Jira calculates for the Average Time to Resolution SLA in this report. You can refer to this article and manually calculate it to verify the reports.

ソリューション

First of all, let us starts with the formula.
There are 2 formulas here:
1. For SLA which uses 24/7 default calendar

For tickets that met the SLAs, Time to Resolution as x = (SLA - displayed value in green)
For tickets that did not meet SLA Time to Resolution as y = (SLA + displayed value in red)
Sum of hours = ( Σx + Σy ) = z . This will need to change to decimal. 
Average time to resolution in hours = [ z / Σ tickets]

2. For SLA which uses 9-5 calendar

For tickets that met the SLAs, Time to Resolution as x = (SLA - displayed value in green) - (omit the hours from 5pm-9am)
For tickets that did not meet SLA Time to Resolution as y = (SLA + displayed value in red) - (omit the hours from 5pm-9am)
Sum of hours = ( Σx + Σy ) = z . This will need to change to decimal. 
Average time to resolution in hours = [ z / Σ tickets]

A thing to be highlighted here, final calculation need to be in decimal to tally with the result shown in report. See below for example on the calculation.


I have created on a fresh vanilla instance, with 2 ticket. ST-2 (bridged ticket) and ST-3 (non-bridged ticket)


I have set the calendar to be based on 24/7, therefore, the calculation for time will be ruled out from the calculation on the average TTR

Calculation for 24/7

ST-2 : 4 + 20:02 = 24:02
ST-3 : 4 - 3:16 = 00:44
z = ( 24:02 + 00:44 )
= 24:46
= 24.8
ATTR = 24.8 / 2
= 12.4 


Calculation for 9-5

  • Note: I have changed the calendar settings in the SLA configuration to use 9am - 5pm for below use case.

ST-2 : Ticket is created at 4:16pm and closed at 4:18pm the next day. Omitting hours from 5pm-9pm.
5:00PM - 4:16PM = 00:44
4:18pm - (5pm-9pm) = 7:18
00:44+7:18 = 8:02
ST-3 : 4 - 3:16 = 00:44
z = ( 8:02 + 00:44 )
= 8:46
= 8.8
ATTR = 8.8 / 2
= 4.4 





説明 This is a detailed explanation on how to calculate for the Average Time to Resolution SLA in reports for Service Management
製品Jira
プラットフォームServer
最終更新日 2023 年 8 月 7 日

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