Assign SLA goals based on organizationDetail()

Question

Hey there!

I'm trying to figure out how to assign SLA goals based on a field I've added to an organisation. See below my SLA configuration.

I've added the SLA Level field to the Organizations, and I've got an org where I assigned SLA E

Can anyone help me out?

Matthew Sinclair · Answer

Well - ok - I didn't exactly read too closely - did so this time.

I would suggest running a JQL test in a generic search and see if you get a positive hit.

If tickets are found matching details - then your SLA Goal will function fine.

It's how I was able to test my modifications - we have a support team split across two major time zones (Chasing the sun model) - I had to use an "Atlassian Team" as a condition to attach the associated calendar to pause timers on.

If you can get a solid JQL hit on a list of tickets - you should have a functional goal in that light based on the function call you are using.

The function "organizationDetail()" is a valid JQL function - but it may be how you are using it that's causing hangups.

If I was to use JQL to read a form attached to a given ticket - it can't "Traverse" that. Hence my first post. At least not easily. (Supposedly you can call the Form ID#)

Not sure if that's making sense.

Bottom line - you should be able to get it work within reason.

It might be how you are approaching it.

Quentin Prein · Answer

Thanks for the reply, I thought it was something about the traversing metadata. What has been bothering me is that the following wiki post has instructions on how to achieve exactly what I want.

https://support.atlassian.com/customer-service-management/docs/create-slas/

For some reason it doesn't work, and I've now opened a ticket with Jira support and they are looking into it. Curious what they will find.

Matthew Sinclair · Answer

Did some poking around in our instance and asked Rovo a couple of key questions.

Bad News/Good News

Bad News: JQL doesn't support "traversing metadata" in Organizations. In other words - it won't work because you can't JQL Organizational fields - at least in this context. Yet.

(Subject to correction - I don't have an example to toy with directly - I asked rovo "why?" and it gave me quite a bit of info in-spite of no documentation link - Orgs are built in JSM/CSM feature and JQL only evaluates issue fields directly - not unlike asking JQL to read a JSM form - not a thing without automation+Context involved)

Good News: You can use a custom field or an asset field to accomplish the same thing.

You can highlight an Organization itself - but the attributes can't be pulled for the time being.

At least according to what I'm seeing here.

Bottom line - SLA's require JQL to be able to see it for it to do its thing in majority of examples I've seen so far.

I'm curious to see if anyone else has a suggestion - this would be a handy tool for my tool kit. :)