What should an incident report in Jira Service Management show? Start with three questions: how much incident work arrived, what is still open, and where an SLA was missed. In Charts and Reports for Jira Service Management, filter a view to your Incident issue type, answer each question with a widget, label any duration honestly, and use Analyze to open the high-priority incidents behind the numbers.
Before you start
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A view you can edit and the Incident issue type or request type used by your service desk.
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Define the reporting period and the incident review questions before choosing widgets.
Video: Build an incident report in Jira Service Management
Follow the short demonstration, or use the written steps below. Menu labels can vary by installed version.
Watch time: 1:19. The demonstration uses fictional service desk data.
Steps
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Write down the three review questions.
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Issue Type filter › Incident › Apply.
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Requests, Open Requests and SLA Met Vs Breached Summary answer the three questions.
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Label durations: SLA elapsed time is not MTTR or outage length.
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Requests by Priority › Analyze › click High › table icon › Full DataView.
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Record the finding, action, owner and check date.
Check your result
SLA elapsed time follows the SLA calendar and pause rules. It is not MTTR or outage duration.
Record the finding, action, owner and review date after inspecting the underlying incidents.
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