Is there a gadget in service desk dashboard which reports on Oldest ticket?

[Jasmin Jenkinson]

Looking for gadgets to report on the following within a Service Desk Project:

- Oldest outstanding ticket 

- In and Out of predefined SLA 

[Cody Stevens · Accepted solution]

Hey Jasmin,

I want to clarify first that when you say "Oldest outstanding ticket" that you are wanting to see only the oldest ticket you have. 

You can use this solution either way but it's not as clean if you only want to see one ticket.  You can use the gadget Filter Results and create a filter with this JQL 

resolution = Unresolved AND created <= -1m ORDER BY created ASC, updated DESC

That will show all tickets in every project created at least 1 minute ago being ordered oldest to newest. That's going to get you a lot of results so in the gadget, you will need to limit the results to 1. That will display only one ticket per page in the gadget but it will look like this

In regards to the SLA report. That one is super easy!  You can do it two ways. You would use the same Filter Results gadget or use Filter Counts.

 If you use Filter Results, you will need to use two gadgets and make a filter for the breached and running SLA's. 

Using filter counts still requires the multiple filters but its all displayed in one gadget as a number rather than showing the ticket. You can still click on the filter to view the tickets but it wont show you them on the dashboard.

and for the JQL you would do something like this 

"Time to first response" = breached()

"Time to first response" = running()

Hopefully, that helps! If you need more clarification, let me know!