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

Vinay Sharma 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 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
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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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