Why does JQL "timespent = 3h" not return tickets in Service Desk project?

Question

I am trying to fix a queue to find service desk tickets that have more than 3h logged against them. There are many of these in the project, so results should be returned, but the filter returns no results. The same thing happens if I try to do this in Advanced search:

project = SD AND timespent >= 3h

That filter returns all other tickets that are over 3h for other projects if you remove the project filter, so it is the correct format.

I have all admin permissions and access required in Tempo and in the project, so I'm definitely able to view this data.

This queue used to work - has "timespent" been deprecated for SD type projects?

Catherine Jarosz · Answer

Thanks for this but I've tried it and it still doesn't do anything! This is so frustrating.

Tom Lister_fo1j4e · Answer

Hi @Patrick Alexander

I have tested this with JSM and non-JSM projects and it works in my system.

This may be related to Tempo settings. I found during a cloud migration this year, that the cloud tempo permissions are much more specific. I would double check your team/project perms on the service desk.

Patrick Alexander · Answer

Hi Catherine,

i tested the behaviour in our system and it also doesn't work.

What i get is a working querry when only givinng a number to it. So for example:

project = SD AND timespent >= 3

In this case it will count on 3 minutes. So maby as a workaround you can try this wirh 180?

Greetings