There is a "Time to First Response" SLA in Service Desk out of the box, but I accidentally deleted and am doing something wrong when I try to recreate it. Can you tell me the parameters of the SLA? I tried adding "Time to first response" = breached() or "Time to first response" != breached()) in the JQL field, but Time to First Response isn't recognized as a field.
I would have thought so, too.
Though I don't want resolved as part of the SLA and comment for customers isn't my metric, but it's basically the same.
Start on Issue Created
Stop on Entered status: First Tier
That's where I started. It only showed one issue in the last 30 days out of many. Does it not show the past? The other SLAs and reports do.
Then I started entering JQL: project = (project name) AND "Initial Response SLA" = breached() with a custom calendar and as a second goal
project = ATLPAS AND Service in (Atlantis, "Other Service") AND "Initial Response SLA" != breached()
And various other combinations. One issue shows up, and it's out of SLA. The other 63 don't show at all.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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