How to Build an SLA Report by Customer Organization in Jira Service Management

The example and the result

The example is a Jira Service Management sample space with three customer organizations: Northstar Services, Cedar & Co. and Willow Group. The month is January 2024 and the SLA is Time to resolution. At the end you have one SLA report with three numbers, and you can prove each of them:

January 2024, Time to resolution

The percentages come from the custom report; the counts come from JQL. They match, which is the point of the check in this guide.

Build the report

1. 1

   Step 1: Create a custom report

   In the service space sidebar, open Reports and select Create new report. Give it a name that says what it compares, for example “SLA met by organization”, then select Add series.

   Check: the Edit a series dialog is open.

2. 2

   Step 2: Add one series for the first organization

   In Series, choose Time to resolution - % Met (the list also has the Avg. and Breached variants for each SLA). Put the organization name in Label. Under Filter by, keep Specific work items and filter by the organization: in Basic mode add Organizations from More filters, or switch to JQL and type:

   organizations = "Northstar Services"

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   Check: the report shows a percentage under the organization’s label.

3. 3

   Step 3: Repeat for every organization

   Add the same series for each client and change only the label and the filter: organizations = "Cedar & Co.", organizations = "Willow Group". A report holds up to 20 series. Keep one organization per series; a series with several organizations gives one mixed number that belongs to no client.

   If your agreement has a target, tick Set a target of … % on the report page under the series figures. The target line then appears on the chart.

   Check: each organization has its own series, all with the same SLA metric.

4. 4

   Step 4: Set the month

   Select Create to save the report. In Show, choose Custom range, set From and To to the first and last day of the month, choose a period (daily or weekly) and select Update. The other choices are rolling windows such as Past 30 days, which do not match a calendar month.

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   Check: the range is the calendar month and every organization has a percentage.

Check each percentage with JQL

Before a number goes to a client, make sure you can show where it comes from. Go to Filters→Search work items, switch to JQL and count the client’s requests resolved in the month:

project = SECOPS AND organizations = "Northstar Services" AND resolved >= "2024-01-01" AND resolved < "2024-02-01"

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Then add the SLA condition to count the breaches:

project = SECOPS AND organizations = "Northstar Services" AND resolved >= "2024-01-01" AND resolved < "2024-02-01" AND "Time to resolution" = breached()

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13 resolved, 3 breached, so 10 met: 10 ÷ 13 = 76.9 %, the same as the report. breached() returns work items whose most recent SLA cycle missed its goal; completed() returns those whose SLA cycle reached a stop event. Atlassian: Write JQL queries for SLAs

Check: for all three January 2024 clients in this example, met ÷ resolved equals the report’s percentage. On another SLA configuration, verify the population before using the same calculation.

Export the report

On a custom report, open ⋯ next to the title and select Export CSV (the default reports have an Export CSV button instead). The export takes only the current view, so set the month first. For a list of the requests behind a number, export the JQL search instead: ⋯→Export→CSV - all fields.

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The file holds every organization in one table. It is your internal record of the month, not something to forward as it is. Atlassian: Create a custom report

What to send the client

A client needs their own number with enough context to understand it, not your all-client chart. For each organization, a monthly SLA report can be a short table:

Monthly SLA report for one client

If the client asks for an SLA compliance report, name the SLA and the period exactly and give the counts behind the percentage. Whether that satisfies a contract depends on the agreement’s own definitions; Jira only gives you the measured SLA.

How much work it is each month

The report is an agent-side page: all clients are on one chart, it has no email schedule, and nothing goes to the customer automatically. With three clients a month you change the range, check three percentages with six searches, export, and write three summaries. With ten clients that is ten series to maintain, twenty searches and ten summaries, every month.

Before you send the numbers

• Each series uses the right organization and the same SLA metric.
• The range is the calendar month, not a rolling window.
• For every client, met ÷ resolved equals the report’s percentage.
• Each summary names the SLA, the period and the counts behind the percentage.
• The all-client chart stays internal; each client gets only their own numbers.

Common questions

If you send these reports every month, Client Reporting Software for Jira Service Management prepares a separate PDF and CSV per customer organization on a saved schedule, and your team reviews and sends them. It is free for teams of up to 10 users.