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Looking for a JQL search that finds tix that impact the SLA goals percentage

Ba11zooka

Howdy, all!

In ServiceDesk, we're trying to build a search that exactly finds the tickets that have breached the SLA Goals, and we can't figure out how to correctly represent the timeframe aspect of this "Success of all ongoing SLAs and last 7 days" calculation.

When I run a JQL search like project = SIS AND priority = Blocker AND "Time to Resolution" = EverBreached(), I get the entire list of all "Blocker" tickets that ever breached the SLA - but we can't easily tell which ones are causing the impact on the SLA goals metric, since some very old ticket may have been marked Done in the past week, for example.

Has anyone successfully built a JQL for the "show me only the breaches" search that ought (IMO) to be available as a link in the SLA goals page for each SLA goal?

Thanks!

Accepted answers

Walter Buggenhout

Hi @Ba11zooka and welcome to the Community!

To answer this request, it is essential to take the triggering event into account that stops your SLA timer.

Since you refer to Time to resolution, the common trigger for this is resolution set. This event also sets a system date in the resolved custom field, that you can then use for your query.

If you want a list of issues where time to resolution was breached in the last 7 days, you should be able to retrieve that with the following JQL:

resolved >= startOfDay(-7) AND "Time to Resolution" = Breached()

Hope this helps!

All comments

Walter Buggenhout

Hi @Ba11zooka and welcome to the Community!

To answer this request, it is essential to take the triggering event into account that stops your SLA timer.

Since you refer to Time to resolution, the common trigger for this is resolution set. This event also sets a system date in the resolved custom field, that you can then use for your query.

If you want a list of issues where time to resolution was breached in the last 7 days, you should be able to retrieve that with the following JQL:

resolved >= startOfDay(-7) AND "Time to Resolution" = Breached()

Hope this helps!

Danut M _StonikByte_

Hi @Ba11zooka,

The JQL provided by @Walter Buggenhout is the one to use.

But for displaying "Success of all ongoing SLA in last 7 days" you could use an app/plugin that provides a gadget that lets you display that as a percentage. There are apps on Atlassian Marketplace that have such capabilities.

If you consider the idea of using an app, by using our Great Gadgets you can display the success rate in various ways on your dashboard. See some examples:

Danut.

Ba11zooka

Thank you, @walt walt !!

Are we (fairly) certain that the SLA Goals calculation is using the "Resolved" (or "First Response") date for that super-vague "last 7 days" criteria?

Ba11zooka

Just confirmed this - using this JQL, I can exactly identify the failures:

"time to resolution" = breached() AND ( resolved >= startOfDay(-7) OR "time to resolution" = running() )

And we can get to the pool of successes by stacking AND NOT clauses for each of the higher SLAs.

Thanks, again!

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