Why does my JQL for two different queues display the same result?

Ian Walker_471sq4

In JIRA Service Desk I have two ticket queues, one is Tickets whose SLA is at risk, and the JQL I have for this is:

resolution = Unresolved AND "Time to resolution" < 30m AND "Time to resolution" != breached() AND issuetype = Change OR issuetype = Incident OR issuetype = "Service Request" OR issuetype = Problem OR issuetype = Release AND assignee = currentUser() OR "Resolver Group" = "ITSM - Change Management" OR "Resolver Group" = "ITSM - Incident Management" OR "Resolver Group" = "ITSM - Problem Management" OR "Resolver Group" = "ITSM - Release Management" OR "Resolver Group" = "ITSM - Request Fulfillment"

This incorrectly displays two tickets, image is below.

I don't understand why the DONE ticket is there?  I just want any ticket that is not resolved.

The SQL for Tickets whose SLA have breached displays the same two tickets - how is that possible?  Surely it should be 0 to start with?

The JQL for that is:

resolution = Unresolved AND "Time to resolution" = breached() AND issuetype = Change OR issuetype = Incident OR issuetype = "Service Request" OR issuetype = Problem OR issuetype = Release AND assignee = currentUser() OR "Resolver Group" = "ITSM - Change Management" OR "Resolver Group" = "ITSM - Incident Management" OR "Resolver Group" = "ITSM - Problem Management" OR "Resolver Group" = "ITSM - Release Management" OR "Resolver Group" = "ITSM - Request Fulfillment"

And an image of the queue is below.

What do I have to do to only display open or unresolved tickets in both queues?

Many thanks.
Ian Walker

Hana Kučerová

Hi,

I would recommend you to add round brackets to your JQLs, the problem is in mixture of AND and OR parts.

resolution = Unresolved 
AND "Time to resolution" < 30m 
AND "Time to resolution" != breached() 
AND issuetype in (Change, Incident, "Service Request", Problem, Release) 
AND (assignee = currentUser() OR "Resolver Group" in ("ITSM - Change Management", "ITSM - Incident Management", "ITSM - Problem Management", "ITSM - Release Management", "ITSM - Request Fulfillment"))