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How to count Jira issues based on severity when the response time is greater than SLA using eazyBI

Vinay Sharma
Contributor
April 19, 2023

How to count Jira issues based on a custom field (Severity options High, Medium, Low) when the response time is greater 2h (SLA)?

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2 votes
Amit Bansal
Contributor
April 19, 2023

Hi Vinay - 

As per my understanding "Severity" does not come as a default field unless you have added a custom field....In that case you can use JQL to filter out result using it as a parameter. Else you can use "Two Dimensional Filter Statistics" widget on dashboard to extract the count using "Priority" or "Severity" (custom field).

Hope you find it useful.

Anne Saunders
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April 20, 2023

This is exactly what I was going to suggest.

1 vote
Joseph Chung Yin
Community Leader
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April 19, 2023

@Vinay Sharma -

You can construct JQL search filter to achieve your ask -  Here is how to construct JQL for issues dealing with SLA + you can then further tune you JQL to include the Severity field criteria.

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

In regards to generate report in EasyBI - Take a look at the following references  (NOTE: the following links are focusing on SLA reporting which doesn't include the Severity criteria refrerence, but you should be able to include it as a reporting dimension -

https://eazybi.com/blog/jira-service-management-slas-reporting-with-eazybi

https://eazybi.com/accounts/1001/dashboards/8347-sla-overview

https://eazybi.com/accounts/1001/dashboards/7128-sla-analysis

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/eazy-BI-SLA-Report/qaq-p/1063927

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

0 votes
Gerda Grantiņa
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June 26, 2023

Hi @Vinay Sharma
First, you should import your "Severity" field as a dimension in your eazyBI account: https://docs.eazybi.com/eazybi/data-import/data-from-jira#DatafromJira-JiraCustomFields

Then, if your response time SLA goal is two hours, you could use the measure "Time to first response - Breached" together with "Severity" on Pages for filtering, something like this in the report, this will show you how many issues have breached your defined SLA: https://eazybi.com/accounts/1001/cubes/Issues/reports/81693-time-to-first-response-met-breached-weekly


Best, 
Gerda // support@eazybi.com

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