Simplify

SLA Reports for Jira Service Management – User Guide

How to use SLA Reports for JSM: generate weekly and monthly SLA reports, read compliance, breaches and close-to-breach requests, compare projects, set goals and export CSV.

Overview

SLA Reports turns the SLA fields of a Jira Service Management project into weekly and monthly reports: compliance per SLA, request type and priority, the longest breaches, requests close to breach, the change since the previous period, project comparisons and trends, a compliance goal and a CSV export.

SLA times come from JSM’s own SLA fields — on each SLA’s calendar (working hours, holidays) and without paused time. The app runs on Atlassian Forge, stores reports in your Atlassian site and makes no external calls. It does not send alerts, schedule reports or change requests and SLAs.

Who can use it

Where Who sees it What it shows
SLA Reports in a service project’s navigation Jira admins, site admins and that project’s admins the project’s weekly or monthly report: generate it, read it, add notes
Jira settings → Apps → SLA Reports (and the Apps menu) Jira admins and site admins reports of chosen projects side by side, trends, thresholds
The Rovo agent SLA Reports by Simplify everyone with Rovo, for the projects whose reports they may see an analysis of a project’s stored reports

You can generate and read a project’s reports only if you can browse the project and are a Jira admin or an admin of that project. Thresholds are changed by Jira admins only.

Generate a report

  1. Install SLA Reports from the Atlassian Marketplace.
  2. Open a service project and choose SLA Reports in its navigation.
  3. Choose Report (Weekly or Monthly), Year, Month and, for weekly reports, the Week — ISO weeks with their days, for example “Week 42 (12–18 Oct)”. Reload report (the round arrow) reads the stored report again.
  4. “No report for week 42 yet” → Generate report. For the current week or month the app first says the report shows the data so far. Big projects take a minute.

The report is stored for the project and period: everyone allowed opens the same figures later. Update report recomputes it and replaces the figures, keeping the notes.

Notes take Markdown (Preview / Edit, Save notes) and are stored with the report, for everyone who opens it.

Read the report

SLA, Request type and Priority narrow everything below. Each section has a line saying what it answers and an ⓘ with how it is counted; a section without data says why.

Key figures

Cards for compliance of completed and of ongoing cycles, breached cycles, close to breach, requests with an SLA, average time to resolution, the longest breach and its request, overdue and due-soon requests, logged time and remaining estimate. When the previous period has a stored report, each card says the change in words — “▲ +2.1 pts vs week 41 · better”. With a compliance goal, the compliance cards say whether the goal is met.

SLA compliance

One bar per SLA for its completed cycles and one for its ongoing cycles, each 100 % of its cycles: met / breached, and on track / close to breach / breached. The counts are written in the bars and as text below; a goal, if set, is a dashed line.

What the numbers mean. A cycle is one run of an SLA on a request (JSM starts a new one when a request is reopened). A completed cycle counts in the period it stopped in; an ongoing cycle in the periods it ran in, with its state as of now. Compliance = met / (met + breached), separately for completed and ongoing cycles. Close to breach = an ongoing, running cycle with time left at most the threshold.

Breaches and close to breach

The ten longest breaches (or the ten with the least time left) as bars, and every such request in the table below. A click on a bar finds its row; the request key opens the request.

Time, due dates and assignees

Time shows the average time to resolution and the average and longest breach. Due dates splits the requests with a due date into resolved on time, open and overdue, open and due soon, and late or due later. Assignees shows agents with and without requests. Time in SLA cycles lists elapsed time, time left and total for each kind of cycle.

Export to CSV

Export CSV downloads the report on screen as a spreadsheet: the key figures (times in hours), every breach and every request close to breach, and — when the previous period has a report — the change of each key figure. The file is made in your browser.

The pages follow Jira’s light or dark theme:

On Jira settings → Apps → SLA Reports, the Reports tab shows the reports of chosen projects:

  • Show the project picker and choose Projects to compare; each project gets a card with the same report view.
  • Saved filters keep your projects and period under a name (Save filters, Delete saved filters…).
  • Compare side by side shows two independent columns — different projects or periods:
  • Show trends draws four line charts over the last 8 weeks (or 6 months) of stored reports — SLA compliance, requests, logged time and agents — one line per project and measure, with the values as a table under each chart:

Trends use only stored reports; a week nobody generated reads “no report”.

Thresholds and the compliance goal

Thresholds has the values for Weekly reports and Monthly reports: Close to breach (hours left), Due soon (days) and, optional, Compliance goal (%).

Save thresholds applies them to reports generated afterwards; the goal appears on every report and trend from then on.

The Rovo agent

On sites with Rovo, choose SLA Reports by Simplify (starter “Analyze SLA Metrics and Generate Trends”) and give a project key. The agent reads the project’s stored weekly reports of the current and two previous weeks and the monthly reports of the current and previous month — with the same permission rule as the pages — and writes a summary, an analysis per period, trends, a forecast and recommendations. A period nobody generated is “no data”.

Permissions and data

  • Access: reading a project’s requests runs only after the app has checked that you may browse and administer the project (or are a Jira admin).
  • Where data lives: reports, notes and thresholds in the app’s Forge storage inside your Atlassian site; saved filters are per user. Nothing is sent outside Atlassian.
  • Not included: alerts, notifications, scheduled reports, changes to requests or SLAs.

See the privacy policy.

Troubleshooting

  • “SLA reports are for service projects” — open a Jira Service Management project.
  • Generate report is disabled — the period has not started yet.
  • A key figure says “No report for week 41 to compare with” — generate the previous period too.
  • “SLA Reports needs an active licence.” — a Jira admin renews it in Manage apps.

Still stuck? Contact support.