Report generation in SLA Time and Report

1. SLA Report customization

After proper settings in the SLA Configuration Manager, the results will be displayed on the grid.

The SLA report contains columns with information about issues (Type, Key, Summary - are constant; Assignee, Status, Time to SLA, etc. - can be changed at "Columns" menu) and column with SLA Timer data of every issue.

On the timeline, you can also monitor how much time is left until the time limit will be exceeded. Tickets with exceeded time will have a red color. Before the issue meets the time limits, its time counter will be highlighted according to set colors at the Multi-Trigger section.

Click on the button to get a drop-down list with the entire time limit for one ticket.

Choose on each title of the SLA Config column to view detailed information about its setting

Customize your SLA Report according to your SLA goals:

Also, you can filter the issue list by SLA status. It gives you the ability to filter SLAs according to their actual status only.

2. Issue list customization

In the report grid view, you can customize the issue list by setting such points:

  • Column manager

  • Issue list selection

  • Date ranges

  • Time Format

2.1. Column Manager

In the Column manager, you can manage the Issue Fields and configure SLAs

2.2. Issue list selection

You can select issues for the SLA report by such criteria:

  • Assignee

  • Filter

  • Label

  • Project

  • Reporter

  • Sprint

  • SLA config

2.3. Date Ranges

Use Date ranges to customize report timeframes.

By clicking on the first bar, you have a possibility to select 3 types of date range:

  • Created - dates of creating the issues

  • Updated - dates, when they were updated

  • Resolved - dates, when the tasks were finished 

Then you can choose the period to generate the report. It can be Date ranges (yesterday, last week, this month, etc.) or you can select the custom time duration From date - To date.   

2.4. Choose a Time format

Select the time format of status duration in a "Format" field:

  • HM (Hours, Minutes)

  • Decimal Hours

  • Decimal Days

If you need help or want to ask questions, please contact us through SaaSJet Support or via email

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