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SLA not triggered

Rubèn C.

Hi, we have seen some tickets submitted by customers do not trigger the "Time to first response" SLA though it seems to perfectly match the JQL.

This is the JQL for our Priority-1:

issuetype in (Incident, "Service Request") AND "Business Function" in iqlFunction("Name in (\"SD Applications\", \"SD Technical\",\"SD Interop & Automation Solutions\")") AND Priority = Priority-1

Goal: 2h
Calendar: Default 24/7 calendar

The ticket is indeed an Incident with Business Function (Insight field) being SD Applications and Priority-1

Captura de Pantalla 2021-04-01 a les 11.21.09.png

But no SLA.

Anyone know what else we could check to see why it is not triggered?

Thank you in advanced.

Update: these are the Start and Stop conditions:

Captura de Pantalla 2021-04-01 a les 13.15.52.png

Accepted answers

Rubèn C.

I resolved this adding the scope of the project to the SLA JQL.

All comments

Gökçe Gürsel {Appfire}

Hi @Rubèn C_ ,

Could there be an issue with your JQL condition? Could you copy and paste this JQL into issue navigator and see whether this issue turns up? Also, why didn't you use "Business Function" in ("SD Applications", ....) ?

Cheers,

Gökçe

Rubèn C.

Hi Gökçe,

I thought the same when debugging. Yes, the query works, currently returns +24K Service Desk tickets (226 open).

I can't use "Business Function" in ("SD Applications", "SD Technical","SD Interop & Automation Solutions") as I do for issuetype because "Business Function" is an Insight field.

Thank you.

Rubèn C.

I resolved this adding the scope of the project to the SLA JQL.

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