FIND TICKETS WITH ETA SOON TO EXPIRE

Question

Hello, I need to find a query or some way to identify the tickets that are close to expiring in terms of their ETA.
That is, I have 5 tickets with an ETA for 5/3/24 and today is 4/3/24.
I need to find a query or some method to identify and group these 5 tickets that are close to expiring.

Similarly, I need to do the same for tickets whose ETA has already passed.

Daniel Bermudez · Answer

The thing is that my clients dont use SLA
What they do is when they are going to work a ticket, they have a date custom field named: ETA
In that custom field they select for example: 2/5/2024

That means that the ticket needs to be done before 2/5/2024

And they want a filter that allow them to find all those tickets that are soon (1/2 days) to expire and the ones that are expired already today 3/5/2024

Uday Kiran Bhaviri_cp1r58 · Answer

You can use remaining()

This filters issues whose SLA cycle's clock meets a specified time condition before the issue will breach an SLA goal.

For more information on using the SLA s in JQL queries

https://support.atlassian.com/jira-service-management-cloud/docs/write-jql-queries-for-slas/

if you want to find issues that will breach their resolution target within the next two hours, use this query:

"Time to resolution" < remaining ("2h")

Dan Breyen · Answer

Hi Daniel, you should be able to do something like this with an Automation..  I'm no expert on it, but there are two template Automations on this page that could probably be tweeked to check for those types of tickets and act accordingly.  Manually, you should be able to create a JQL ticket.  I'm using the Updated field, but your JQL would be something like "updated <= -5d and status != Closed" and change the operators around for the past ETA.

There's a couple of options, but that's something to work with.

Hope that helps.