In which table is the value of time to resolution(SLA field) stored and in which column?

I am trying to find that how much time it takes for an issue to resolve.. for that i need the resolution time.. I want to compare resolution times of issues per week..But I am not able to find the value of this field in Database.. I am using SQL server.. 

1 answer

0 votes

Hi Nidhi,

Take a look at Troubleshooting SLA in JIRA Service Desk.  From that article it looks like it is stored in

AO_54307E_TIMEMETRIC

It provides some SQL statements to get additional data from the SLA table:

 

select (p.pkey || '-' || i.issuenum) as issuekey, cf.cfname, cv.textvalue
from customfield cf, customfieldvalue cv, jiraissue i, project p
where i.project = p.id
and cv.issue = i.id
and cv.customfield = cf.id
and cf.customfieldtypekey = 'com.atlassian.servicedesk:sd-sla-field'
and p.pkey = 'TEST'
and i.issuenum in (1,2);

 

  • The query above will return the SLA information (for all SLA fields types) for ticket TEST-1 and TEST-2. If you remove the p.pkey = 'TEST' and i.issuenum in (1,2) ; it will return all issues from all projects.

  • Alternatively you can also cross check it directly via REST API call. This will return SLA information from the database.

    To Query For A Specific SLA
    https://<ATLASSIAN_DOMAIN>/rest/servicedesk/1/servicedesk/<PROJECT_KEY>/sla/debug/issue/<TICKET_ID>/metric/<SLA_ID>/data

 

Since you're using SQL server you may need to modify the SQL a bit since we usually test with Postgres.  Take a look at Troubleshooting SLA in JIRA Service Desk for more SQL examples and further explanations of how the table works with other related SQL tables to provide information.

Cheers,

Branden

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

252 views 1 6
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you