Hi!
Stuck... REALLY hoping someone can help!
First of all, company are not using the priority field and so is not an option to use that as the differentiator.
I'm trying to set a 'time to resolution' SLA with differing time goals based on an issues assigned (custom field) 'issue category'.
Thought I'd sussed it but when looking at the report it shows tickets against the 8h (Priority 1-2) time goal that should not be there as have an 'issue category' from the 27h (Priority 3) group.
There are a number of issue categories so is a lot to manually map. Categories such as:
- Registration issue
- PDS Re-run required
- Feature issue
etc
To explain my logic (as a novice JIRA and JQL user...) - For 8h (priority 1-2) tickets it should only be against:
- Tickets without a component against them ('audit' and 'Parent ticket' for example)
- Tickets where 'CCG or STP' (custom field) is not N/A
- Tickets with 'Issue Category' (custom field) is "Technical issue - App down/not working"
I tried:
"Issue Category[Dropdown]" = "Technical Issue - App down/not working" AND "CCG or STP[Dropdown]" != "N/A" OR component != "Parent ticket" OR component != "Feature delays / Feature que" OR component != Audits AND Status = Resolved
However in the report it is including tickets assigned different issue categories?
All other issue categories (quite a few) would be mapped to 27 hours(P3) and 90 hours (P4+5). Other criteria remain the same though.
Any support would be amazing!
Kind regards
Bish
