Insights
The SLA report
The SLA report, at the bottom of Insights, then Overview, shows how often each SLA was met, how that compares, and who requests waited on when they breached.
- Open Insights, then Overview, and scroll down to the SLA report. When your spaces use more than one SLA, choose one, and each gets a tile, including first response and resolution.
- A tile shows the share of resolved requests that met the SLA. It also shows the change from the period before, with its dates, and any target.
- RequestOps counts requests: a request met the SLA when none of its cycles breached. Jira's own SLA reports count cycles, so a reopened request can count twice there.
- The trend shows the last 6 months. A finished month keeps the number it had; if Jira later counts it differently, it is marked "revised".
- Group by space, request type, priority or team, worst first. Spaces without the SLA show "No SLA". Choose a row to see its breaches.
- "Breached while waiting on" shows who held each request when it breached: your team, a customer, an approver, another team or a vendor.
- "Breached or about to breach", higher up on Overview, lists open requests close to breaching, with who holds them and a Nudge or Ask button.
- Choose Share in the SLA report to copy or download just the SLA numbers.
- A Jira admin sets targets and the Team field in Settings, then Reports. People without a Jira Service Management agent seat see a note instead of numbers.
What you should see
You can see which SLA was met and open the requests that breached it.
If something is not right
SLA is unavailable or differs from Jira. Check JSM agent access and the named SLA. RequestOps counts requests; Jira may count multiple SLA cycles.
Still stuck? See Troubleshooting, or write to [email protected].