Generated: 2026-03-02 11:39 EST | Data Source: JIRA | Tickets Analyzed: 878
Time from ticket creation to first status transition, minus any time in “Waiting For Customer” status. Measures how quickly the team acknowledges the ticket.
Time from ticket creation to last Done transition, minus time in pausing statuses. Measures total time to fix from the customer’s perspective.
The SLA clock pauses while a ticket is in “Waiting For Customer” status. This time is deducted from both response and resolution calculations.
Blocker: 30m / 2h •
Critical: 4h / 8h •
Major: 16h / 24h •
Normal: 24h / 48h
(Response / Resolution)
This report displays only safe metadata fields (ticket key, priority, status, assignee, dates, product, component). No ticket summaries, descriptions, or comments are included. Click a ticket key to view details in Jira.
project = EPS AND updated >= "2026-02-16" AND created >= -14d ORDER BY created DESC
Open tickets with real-time SLA status. Click ticket keys to open in Jira.
Tickets that breached response or resolution SLA, sorted by severity.