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Searching against SLA Value returns no results

I'm operating a JSD (cloud) project with about 20,000 resolved issues, each with data tracked for the "Time to resolution" SLA.

I'm running the following query and getting 0 results:

project = ITHELP AND statusCategory = Done AND resolved > startOfMonth() AND "Time to resolution" != breached() AND "Time to resolution" <= elapsed("24h")

When I remove the final statement (AND "Time to resolution <= elapsed("24h")) the query returns results as expected - many of which show a "Time to resolution" value of less than 24 hours.

The SLA itself is set at 72h on a 9-5 Calendar, for a specific subset of issuetypes, but otherwise no complex overlapping JQL.

I have no idea why I cannot seem to search against the SLA value on these issues. Help!

2 answers

0 votes

Your query says:

Return issues which hasn't breached SLA Time to Resolution, and still haven't passed 24 hours (in your calendar configuration) since the SLA has been active. 

Is it correct?

It's weird to have 0 results in that query, but not impossible. Try to say >= and it would mean:

Return issues which hasn't breached SLA Time to Resolution, and have already passed 24 hours (in your calendar configuration) since the SLA has been active. 

And you will see if the result is correct or you just misstyped.

Hi @Cristian Rosas -Tecnofor-,

The purpose of the query is to identify tickets that were resolved within 1 business day, even though we have a 72 hr SLA for time to resolution. All of these tickets should be closed (hence the bit about "statusCategory=Done"), but I am trying to filter those based on how much time elapsed against the "Time to resolution" SLA. Does that clarify?

I understand now. I think you will need a new SLA for that metric...  As it is defined:

Returns issues whose SLA clock is at a certain point relative to a cycle's start event.  

Looks like the relative point dissapear one the SLA has been achieved or missed

@Cristian Rosas _Tecnofor_  Sorry for my delay in responding. So, I'm ultimately looking for JQL that searches against the SLA stat for a resolved issue. If "elapsed()" won't work, I need something that does. For example: when I run the following JQL I don't get any results either, but the static type checking doesn't throw any JQL errors to indicate wrong formatting.

roject = ITHELP AND statusCategory = Done AND resolved > startOfMonth() AND "Time to resolution" != breached() AND "Time to resolution" <= 24h 

*sorry, accidentally replied here. Edited to reply above

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