New SLA Field

Question

Dear all,

we face the following issue. At the beginning the SLAs for two type of requests were all in Time to First Response - for incident and SR, but after that we've wanted to report only on Time to First Response - SR, so we've created a new SLA only for SR, but now we see by SR two Time for First Response and if we just erase the old one, the data  for the old issues will be not available for us any more in Jira SD and in EazyBI. Is there possibility to resolve that situation? Maybe to get the historical data from the old SLA to the new one? Thank you in advance! Kind regards Radosveta

Radosveta Delcheva_jtpjmt · Answer

Dear Earl,

many thanks for your reply. It is not only about the SLA it is about the reporting on SLA as well and in order to have reports for every type of request I need to have an SLA for every type, otherwise I will not have a custom field in EazyBi to report on, that was the reason to create a new SLA. I am not sure I could explain well my problem.  if your solution would work for EazyBI I would be more than happy.

Thank you in advance!

Kind regards

Radosveta

Earl McCutcheon · Answer

Hello Radosveta,

Instead of creating a new SLA, I believe what you are looking to do can be accomplished by setting a "no target" value for the Goals section of the existing SLA using JQL to filter out the issue type that you do not want to , with something like this:

you could do the search on the Field, either Issue Type OR Customer Request type using an "equals(=)" operator for a single field or a "in" operator if you have multiple types to exclude.

Regards,
Earl