How the numbers are counted
Use these definitions to understand the monthly report and its supporting CSV. Read the coverage notes alongside the results.
The reporting month
The report covers a completed calendar month in the timezone selected in your reporting setup. An event belongs to the month if it occurs on or after the start of that month and before the start of the next one.
The request volume chart covers 12 completed months. The SLA comparison shows the selected month alongside the previous month, using the same metrics within each project.
Created and resolved requests
| Measure | What it counts |
|---|---|
| Created | Requests with a Jira creation date inside the reporting month. |
| Resolved | Requests whose current Jira resolution date falls inside the reporting month. |
Resolved is a count of requests with that resolution date. It does not count every historical transition into a resolved state. Reopening a request can clear or change its resolution date and affect a report generated again later.
Native SLA results
Select the SLA metrics already configured in each Jira service project. The report uses the recorded native results, including whether a completed cycle met or breached its target and its recorded elapsed time.
A completed SLA cycle belongs to the month in which it stopped. A request can have more than one completed cycle. SLA cycle totals and resolved request totals therefore describe different things and do not have to match.
For a selected SLA metric, the met rate is the number of completed cycles that met their target divided by the total number of counted completed cycles. If there are no completed cycles to count, the met rate is unavailable. Missing results are marked unavailable; they are not converted into a successful result or a zero. Recorded elapsed time follows the native SLA rules and working calendars. It does not measure the total calendar time from a request’s creation to its resolution.
Currently open requests
Currently open means requests without a resolution at the time the data was read. The report includes that timestamp.
This is the open count when the data was read, not the backlog at the end of a past month. Created and resolved counts describe the reporting month, so subtracting one from the other does not give this open count.
Requests by customer organization
Report Steward uses the organization assignments available in Jira when it reads the data. Your setup determines which service projects and organizations are included. Requests with no organization, several organizations, or an excluded organization do not contribute to any customer report. The scanned total includes those excluded requests.
Changing those assignments can change a newly generated report for an earlier month. The report does not reconstruct past organization membership. Review the organization selection and coverage notes before sharing customer files.
Coverage and later changes
Review the coverage notes and any unavailable or excluded data alongside the report. Supporting CSV files let you inspect the reported details more closely.
A saved report pack reflects the data read for that run. Generating the same month again can produce different results if requests, organization assignments, resolution dates, or native SLA records have changed in Jira.
Scheduled generation prepares the files. You review, download, and share them through your usual customer communication channel.
Capacity and practical limits
| Per run or setup | Limit |
|---|---|
| Visible issues read | 5,000 across all selected projects, including issues outside the report month |
| Service projects | 10 |
| Customer organizations | 100 |
| Selected native SLA metrics | 1–2 per project |
| Jira API read attempts | 5,500 per run |
| Execution deadline | 24 hours from the start of the run |
| Result availability | 35 days from the start of the run |
The issue limit applies to the combined visible project history, not just requests created during the selected month. If a limit prevents completion, select fewer projects. Licensed user tiers do not increase these processing limits.
Generation time depends on the project history, selected SLAs, Jira response times and any rate limiting. The first preview or download also requires a current access check.
What is in the CSV?
The supporting CSV contains the report source, customer ID and name, reporting month and timezone, row type, issue key, project key and event timestamp. SLA rows also include the metric ID and name, native elapsed milliseconds and whether the cycle breached its target.
You can open the CSV in a spreadsheet application. It is a CSV file, not an Excel workbook. Issue summaries, descriptions, comments, attachments and arbitrary custom fields are not part of the export.
When the report data was read
The report shows when the app started and finished reading Jira data. Requests can change during that interval, so the report is not a snapshot of one instant or a reconstruction of past Jira states. Read the coverage notes and timestamps when interpreting the results.