SLA Report

What is an SLA Report?

VisualScript's SLA report lets you monitor the performance of your service-based organization and your Service Level Agreement (SLA) metrics.

VisualScript's SLA report will give you an overview of all your SLA metrics like average response time, percentage or total SLAs breaches, average resolution time, and more.

SLA Report

VisualScript Enhances Jira Service Desk Reporting

VisualScript allows you to have flexible cross-project and cross-service desk reporting and really see your service desk and SLA metrics in real-time without any manual reporting. VisualScript also allows you to dig into detail by each service agent and link back into your service desk issues and incidents for more information.

This SLA Report will show you:

  • SLA met vs SLA breached (total issues)
  • SLA met vs SLA breached (percentage)
  • Tickets resolved within > 0 but < = 30m of SLA complete
  • Tickets resolved within > 30 but < = 60m of SLA complete
  • Tickets resolved 60m or > of SLA complete
  • Average response time
  • Average resolution time
  • With expanded view for SLA by agent
    • SLA met vs SLA breached (total issues)
    • SLA met vs SLA breached (percentage)
    • Tickets resolved within > 0 but < = 30m of SLA complete
    • Tickets resolved within > 30 but < = 60m of SLA complete
    • Tickets resolved 60m or > of SLA complete

How it Works

To generate a SLA Report using VisualScript, you'll need VisualScript installed on your Jira instance. Once VisualScript is added to your instance, you can add a VisualScript gadget to your dashboard. When the VisualScript gadget is added to a dashboard, you'll see a list of available reports to run. The built-in reports will be in a folder called "Built-In Reports".

Choose "ITSM SLA Report" to add to your dashboard.

You'll be asked to provide a few parameters. To generate the report, you'll just enter your projects with start and end dates and the issue types (such as "incidents" and "service requests") you want to include.

You can also choose whether you want to include breaches from the ongoing cycle. The ongoing cycle is the one that has not completed yet.

VisualScript SLA Report Parameters

Once generated, you will also be able to drill down into how each agent is doing so you can take action if necessary. To do so, click on the "Agent Breakout" to see an expanded view of the report by agent.

VisualScript SLA Agent Expanded View

Customize to Fit Your Needs

While VisualScript offers a turn-key, no-code solution that will work out of the box for many JSD teams, you can also easily make adjustments to create a custom report that fits your organization.

VisualScript comes with a built-in SDK that makes it easy to generate custom reports that fit your teams' needs. We even have friendly engineers who will help you get started.