SLA SQL - Time to Resolution

Andrew Butler July 28, 2017

Can someone please let me know where the SLA - Time to Resolution field is stored in SQL?

3 answers

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Andrew Butler September 1, 2017

Thanks for the information Jack. Does anyone know any way in which we would be able to tell if a case is breached or not?

Jack Brickey
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September 1, 2017

@Andrew Butler, being able to tell if a case is breached is built in and readily accessible. Your original question was asking where TTR is stored in SQL.

If you have SLAs setup then you will see the SLA timer countdown in the issue view screen and you can add the column to any filtered list. You should also see it in your default Queues. If not edit the queue and add the column.

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Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 2, 2017

Time to Resolution isn't a field. At least it isn't a field that is exposed to the user. You can see that if you export a list of all fields. Rather it is a calculation.

TTR = resolved_datetime - created_datetime

SLA is a countdown timer displayed to represent the TTR

With that said, if you can indicate what your goal of having access to this is then maybe the Community can provide suggestions. 

FWIW - here is documentation on SLA

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Andrew Butler August 2, 2017

Any help on this will be greatly appreciated

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