How do you find which department or priority is behind SLA breaches in Jira Service Management? In Charts and Reports for Jira Service Management, add Department and Priority from More Filters on your SLA view, filter to the segment you want, then open Analyze on the SLA chart, click the breached bar and open the data view from its tooltip to list the underlying requests.
Before you start
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An SLA view you can edit, with a consistent reporting period and comparable SLA definitions.
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A populated Department field included in Settings → Data Sync & Projects → Fields.
Video: Investigate SLA breaches by department and priority
Follow the short demonstration, or use the written steps below. Menu labels can vary by installed version.
Watch time: 1:50. The demonstration uses fictional service desk data.
Steps
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Start with the SLA reporting view: overall 94% met, but one department is at 81%.
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Settings › Data Sync & Projects › Custom Fields: make sure Department is imported and populated.
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More Filters › tick Department and Priority › pick the department › Apply. Every widget updates together.
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Priority › High › Apply to narrow the same segment across the summary and the timeline.
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Widget menu › Analyze › click the breached segment › table icon in the tooltip › Full DataView lists the requests; look for repeated request types or high-priority clusters.
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Widgets › Blank Note: record the investigation or improvement action on the view.
Check your result
Keep the same project scope, reporting period and SLA definition when comparing departments.
A departmental pattern is a reason to investigate the underlying requests, not proof that the department caused the breach.
Related guides
Data Sync & Project Configurations