Cannnot pull closed tickets that have elapsed SLA

Question

When pulling closed tickets for my team I get no issues but when I add my SLA counter ("Time to customer resolution" > elapsed(2h45m)) the query doesn't pull any tickets. I have verified that I have tickets that have elapsed that 2h45m window as well.

When I remove the part in my query about the tickets needing to be closed I get results but they aren't what I need because I need Closed tickets that have elapsed the "Time to Customer Resolution" SLA.

Ignacio Pulgar · Answer

If you get results on removing just "Status = Closed" from that JQL, it means that the resolution field is being set in a previous status, ie: Resolved.

The query is ok, but the resolution date is not the same date when the issue moved to the Closed status.

You may want to change your JQL by substituting the references to the Resolution Date to:

Status changed to Closed after startOfDay(-1) before startOfDay()

Kian Stack Mumo Systems · Answer

Can you please post a ticket you are expecting to have returned by the query? Make sure to redact any sensative info.

Michael Doffing · Answer

project = "IT Help Desk" AND status = Closed AND resolutiondate > startOfDay(-1) AND resolutiondate < endOfDay(-1) AND assignee = ataylor and "Time to customer resolution" > elapsed("2h45m")