How to calculate the percentage of SLA execution based on the time spent resolving each case.

This article helps you display a report with the percentage of SLA execution based on the Time spent resolving each case in the list view.

Instructions

Create a Calculated field to convert Time to resolution target in seconds

1. Navigate to Apps and select Reports and Timesheets.

2. Navigate to My Area and select the My Calculate field. Click on Create New Field.
   

   

3. Create a calculated field to convert time to resolution target into seconds because it shows milliseconds in reports. As we have converted this into seconds, and the Time spent field is in seconds, the values should match to calculate the percentage in seconds.

Create another calculated field to compute this percentage

1. Navigate to Apps and select Reports and Timesheets.

2. Navigate to My Area and select the My Calculate field. Click on Create New Field.

3. Create another calculated field to compute this percentage. As mentioned above, the "time to resolution" field is a calculated field we have created. The formula here is (Time spent/Time to resolution target)*100

   

Create a custom report

1. Navigate to Apps and select Reports and Timesheets.

2. Navigate to New Report and select Custom Reports.

3. Select view type as List.

4. Add fields like Issue key, Time Spent, Time to resolution target, and the calculated field Time to resolution target in seconds and SLA percentage to view the result.

5. Write a JQL as per requirement.

6. Here, the user logged Time as 1h, 2h, and 3h for the respective issues, and Time to resolution is 16h. So the result is (1/16)*100=6.25 for the user spending 1h toward the goal of 16h.