JQL for Time to First Response

Question

Hi All,

Is there any way I can create a filter that shows me only the tickets that have a specific SLA goal?

For example, I want to see all issues with the Time to First Response SLA Goal set to 15 minutes.

It's not relevant information (for me) if they've breached the SLA or how long they took to be actioned on.

Appreciate your help!!

Kateryna_v_SaaSJet_ · Answer

Hi @Gabriela Serratto

I recently wrote an article about “16 Most Popular JQL Filters for SLAs in Jira Cloud”. Check it out. I think there will be more useful options for you, but, in my opinion, this is the most relevant to your request:

"Time to First Response" = paused() OR "Time to First Response" = breached() OR "Time to First Response” = running()

A more straightforward way is using third-party add-ons, such as SLA Time and Report for Jira (developed by my team). Because there, you can open the dashboard “Grid table report” and filter all issues by selecting SLA and all required statuses or other parameters.

I hope this helps you.

Joseph Chung Yin · Answer

@Gabriela Serratto -

Hi Gabriela:

Welcome to the community.  You may want to consider the following to obtain what you wanted.

1) As part of the SLA configuration goal setup, you typically uses specific JQL to apply the specific Time Goal against the issues that fit the JQL criteria.

2) Example - If I want to find all the issues where "2h" time goal is applied for Time to first response event, I can simply re-use the same JQL to obtain all the issues that have this specific time goal assignment (i.e. issuetype = Incident)

You will just need to find the JQL configuration in your JSM project's SLA setup - Project settings >> SLA

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Gabriela Serratto · Answer

Thanks for replying Ajay.

This query only returns me the tickets that still have the SLA count running despite the SLA goal time.

I need to see all tickets (closed or not) that have the SLA goal time set to 15 minutes (breached or not).