IT Operations
Jira Service Management SLA and Backlog
Day-to-Day Tickets
Standard help desk and service requests (excludes IT Tasks & Projects)
Total Tickets (12 Mo)
1,786
Top Category
Help Desk - General
Monthly Average
149
Monthly Average
149
Tickets Created vs Closed
Last 12 months
Avg Resolution Time
Hours — Last 12 months
Latest avg: 55.9 hrs— up from 25 hrs
Avg Time to First Response
Hours — Last 12 months
Latest avg: 56.6 hrs— up from 30.9 hrs
User Reviews & Ratings
76 total reviews
Top 10 Service Categories
By ticket volume — Last 12 months
IT Tasks
Short-term IT tasks (1 day to 1 week SLA)
Total Tickets (12 Mo)
7
Open
7
Closed
0
Monthly Average
1
Tickets Created vs Closed
Last 12 months
Avg Resolution Time
Hours — Last 12 months
Latest avg: 20.3 hrs
Avg Time to First Response
Hours — Last 12 months
Latest avg: 0.5 hrs— down from 91.3 hrs
IT Projects
Long-running IT projects and initiatives
Total Tickets (12 Mo)
42
Open
12
Closed
30
Monthly Average
4
Tickets Created vs Closed
Last 12 months
Avg Resolution Time
Hours — Last 12 months
Latest avg: 673.5 hrs
Avg Time to First Response
Hours — Last 12 months
Latest avg: 85.9 hrs— up from 1.9 hrs