SLA Evaluation

Muhammad Ali Khan March 27, 2024

In JIRA if a ticket is assigned to me and I breached the SLA and after that I assigned that ticket to someone else for resolution and that person resolved the ticket within the SLA.

 

How the SLA is represented in the reports and Dashboard whose SLA is met and whose breached?

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Patrick Tripodi
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March 29, 2024

Hi Muhammad, 

It depends. 

In JQL, you can use everBreached() or breached() ("Time to resolution" = everBreached() as a usage example)

If you use everBreached(), it will return all issues that were breached every, so in your example it will return that issue.

breached() will look for the last cycle, so in your example, this wasn't breached and won't return. 

For reports, you can create series with the JQL function mentioned above when issues are resolved for example.

Hope that helps explain it a bit.

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