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SLA percentages

Pedro Martins
Pedro Martins Jun 05, 2020

Hello !
I want to create an escalation workflow as soon an issue reaches 50 % or 75 % of the SLA
However, we want to use this JQL but the breached function or only uses hours as inputs
e.g

project = "x" AND status in ("Waiting for Triage", "Waiting for Support", "Support in Progress", "Waiting Fix", "System Recovered") AND "on-site sla" = breached()


How can i do this using %?
Any cheap plugin that fulfills this?
Regards

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Tuncay Senturk
Tuncay Senturk
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Jun 05, 2020

Hi @Pedro Martins 

Currently you can't do that. There is a known issue which is still gathering interest. You can watch/vote the issue. https://jira.atlassian.com/browse/JSDSERVER-117

On the other hand if you don't bother using an app, you can try Time to SLA and search against elapsedPercentage or remainingPercentage. See some samples below

  • slaFunction <= elapsedPercentage(10)
  • slaFunction > remainingPercentage(75)

You can find details here.

Please bear in mind that I'm one of the folks in Snapbytes, and there might be other solutions out there.

Regards

Tuncay

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