Reporting on recently breached SLAs with JIRA Service Desk

Question

We have a Time to First Response SLA and a Time to Resolution SLA.

I'm wanting to see any SLA breach within the past 7 days for any for either of these two SLAs regardless of the status of the ticket.  I'm using everBreached() and it looks like the I'm pulling back the correct info concerning breaches but when I add the 7 day argument if get tickets created months back.  Here is my current JQL:

project = APSD AND status not in (Pending, "Waiting for customer") AND "Time to First Response" = everBreached() OR "Time to Resolution" = everBreached() AND created >= "-7d"

Any thoughts on a different or better way of doing this?

Ravi Sagar _Sparxsys_ · Answer

Are you referring to this JQL which is returning 0 results?

project = APSD AND status not in (Pending, "Waiting for customer") AND "Time to First Response" = everBreached() AND "Time to Resolution" = everBreached() AND created >= "30d"

Try this.

project = APSD AND status not in (Pending, "Waiting for customer") AND "Time to First Response" = everBreached() AND "Time to Resolution" = everBreached() AND created >= "-30d"

Jeff Sparks · Answer

Thanks for the suggestion.

I changed the date to 30 days to make sure I had a good sample.

project = APSD AND status not in (Pending, "Waiting for customer") AND "Time to First Response" = everBreached() OR "Time to Resolution" = everBreached() AND created >= "-30d"

For 30 days with the above  JQL (with the OR) I get 94 results.

Changing the OR to AND gives me zero results.

project = APSD AND status not in (Pending, "Waiting for customer") AND "Time to First Response" = everBreached() AND "Time to Resolution" = everBreached() AND created >= "30d"

Ravi Sagar _Sparxsys_ · Answer

Try changing the OR to AND in your query.