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Filter for Off-hours Number of Created Tickets


Hey guys,

I'm using the native SLA for Jira Service desk with a dedicated calendar i've created for the team's working hours.


I want to have a filter for tickets who has been opened not during the working hours, outside of the mentioned calendar/when the SLA has not started. 


Please advise, thanks! 


3 answers

1 accepted

1 vote
Answer accepted

Hi @Bar Abergel,

As you have noticed, filtering dynamically based on dynamic time ranges is not a walk in the park. You can make your querying a lot easier if you add a custom field to indicate if an issue was created within or outside SLA working hours. Using automation, you can then simply set the proper value in that field and make it very simple to query for issues by that custom field.

I created a quick sample rule using the labels field, as you can see here:

Screenshot 2022-12-27 at 14.20.45.pngThe conditions in the rule use smart values. To build rules using date and time values, you may find this support article a very useful resource.

Hope this helps! 

Thank you so much, this is a great solution for the non-working days! :) 

Any suggestion on how to add labels to tickets who were created outside of the working hours as well? 

Hi @Bar Abergel,

Yes, the following automation rule could do the trick:

Screenshot 2023-01-04 at 10.29.35.png 

The rule is triggered when an issue is created. An SLA has different states (running(), paused() or completed()). That's what I used in the condition at the second step: if the issue is created outside the calendar hours, the SLA state will be paused(). In that case you can add a label to indicate this to your issue.

Thanks again Walter, this is a great solution! 

The JQL isn't working for me when I'm trying to validate it. 


status not in (Pending, "Waiting For Customer") = paused()


How exactly should I use the paused() function in this case? 

Hello @Bar Abergel

paused() is a function that is applicable to SLA fields only it's not applicable with the status field.

As far as i know an sla is paused only when it enters a pause condition not when it's created outside calendar hours so i think "Waiting for customer" = paused() is the wrong JQL to filter for issues created outside working hours and will not display anything. @Walter Buggenhout _ACA IT_ 

I think you should use "Waiting for Customer" != withincalendarhours() instead.

Kind regards.

Hey! thank you for your answer.

I took a look on these answers but non of them works for me. 

I need to see the tickets that has been created from 19:00 till 07:00 and on non working days (Saturday) according to the SLA calendar.. 

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