Need to track missed SLAs based on how long they've missed

PJ Battle

I want to search for issues with missed SLAs that are 1 week, 2week, 3 weeks in that state. The problem I run into is that the "Time to resolution" = breached() can't have a time deliminator or use another operator other than = or !=. Any suggestions on how I might track these issues.

Kian Stack Mumo Systems

Try tracking them doing something like this:

"Time to resolution" <= remaining("-168h").

This will show you tickets that have missed their SLA by at least one week. You might need to change the hour depending on your calendar. For example, if your calednar only tracks time 12 hours a day, 7 days would be 84 hours, not 168. 

Does that make sense? 

 

Thanks,

Kian