SLA Chart Reports

You can get a helicopter view of necessary work items SLA statuses using graph reports at SLA Time and Reports. Just click the icon at the left top bar.

You can view data by using 3 kinds of chart views:

SLA Met & Exceeded

Line Graph of SLA Met & Exceeded – shows dynamic and statistic data of met and exceeded work items for SLA config’s goals.

Under the chart, you can see the detailed information about the number of work items with met and exceeded SLA goals. Also, you can exclude SLA goals to view chart data without them and contra versa. If SLA Config has more than one SLA goals, the data will be displayed about each one.

For this type of report you can select the frequency of splitting data on the chart: daily, weekly, or monthly.

Hidden date refers to tickets that match the selected Created / Updated / Resolved date range, but whose SLA stop status (Met or Exceeded) occurred outside of this date range.

Please note that:

These tickets are excluded from SLA chart calculations
They will not be displayed on the chart, even though they fall within the selected date range by creation, update, or resolution date

This behavior ensures that SLA charts reflect only tickets whose actual SLA completion (Met / Exceeded) happened within the selected reporting period.

SLA Statuses Pie Chart

SLA Statuses Pie Chart – shows an amount ratio of work items with different statuses of achieving SLA goals: in progress, met, and exceeded. Under the Pie chart, you can see the detailed information about SLA goals and turn on/off some of them from a graph.

Met vs Exceeded per Criteria

This chart type offers an in-depth analysis of SLA performance segmented by specific criteria, such as priority, severity, assignee, organization, or other custom fields.

You can use the search option to find the criteria you need.

Once you select a criterion, you can choose up to 8 values (for example, up to 8 assignees or severity levels).
For each chart type, you can define the data scope by selecting how work items are filtered, for example, by Project, SLA Config, Filter, JQL, Sprint, Label, or Reporter. After defining the scope, select the SLA(s) by name, then choose the criterion you want to analyze.

You can also filter work items by Created, Updated, or Resolved date ranges, or use a custom date range.

SLA Performance Comparison Chart (SLA Success Rate)

SLA Performance Comparison Chart (SLA Success Rate) helps visualize how well multiple SLAs are met over time and compare their performance within a selected date range.

This chart shows the percentage of “Met” SLAs for each selected SLA and makes it easy to spot trends, differences, and inconsistencies between SLAs.

It is especially useful when you need to:

Compare multiple SLAs side by side
Track SLA performance dynamics over time
Identify SLAs that consistently underperform or fluctuate

Date range and grouping

You can select any custom date range
Data is calculated and grouped based on the selected range (for example, by month)
Only SLA results that fall within the selected date range are included

How SLA success rate is calculated

For each selected SLA and time period, the chart displays:

SLA Success Rate (%) = (Number of Met SLAs / Total SLAs in the period) × 100

Only SLAs with the Met status are counted. Exceeded or non-started SLAs are excluded from this chart.

When to use this chart

Use the SLA Performance Comparison Chart when you need to:

Compare Time to First Response vs Time to Resolution SLAs
Analyze SLA performance across different teams or workflows
Validate whether SLA targets are consistently achievable
Support management reporting with clear, comparable SLA metrics

Please note:

This chart focuses on SLA success rate only. For detailed breach analysis or breakdown by criteria, use Met vs Exceeded or Met vs Exceeded per Criteria charts.

Target line (SLA performance target)

The Target line allows you to define a minimum acceptable SLA success rate and visually compare actual SLA performance against this goal.

When enabled, the chart displays a horizontal target line across the graph, making it easy to see whether selected SLAs meet or fall below the expected performance level.

How the target line works

You can set a custom target value (for example, 80% or 95%)
The target is applied across the entire selected date range
All SLA performance lines are visually compared against the same target
The target line does not affect calculations – it is used for visual reference only

All graphs are available for export in PNG, JPEG, PDF, or SVG format.

Helpful resources & links