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.
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