It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

JQL query on SLA - who breached the SLA

A help on the query please...

If the  JIRA ticket has been re-assigned multiple times to different Assignee  (or Resolver Group) and breached the SLA  - Time to first Response or Time to Resolution, is there a way to tell where it breached -  who is the Assignee or Resolver Group responsible at that time when the ticket was breached?

1 answer

1 accepted

1 vote
Answer accepted
Jack Community Leader Feb 25, 2018

You can’t do this natively via query. You can always go look at the transitions after the fact and assess the time of any reassignments and derive who had the issue at the time the clock expired. You can do this using an addon like Power Scripts or scriptrunner. You could simply send out an email for each breach that would display the assignee. Bit depending on your agents efficiency that could be a lot of emails. 

Thanks a lot for the suggestions.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

280 views 0 5
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you