Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,360,922
Community Members
 
Community Events
168
Community Groups

Time SLA breached

Hi

Is there any magic JQL to find out the time a ticket breached it's SLA?

I am keen to understand what windows of time we are missing SLA

Thanks

J

 

 

 

3 answers

1 accepted

1 vote
Answer accepted

This is how I solved it

  • Created an automation to update 2 fields when a breach occurs
    • Day
    • Hour
  • Extracted old breached issues and worked out their breach day and hour in Excel, imported these with the issue-key for force an update on the existing records into thew new custom fields
  • Created dashboards showing hotspots of days/hours
0 votes

Hi, @Jerry O_Sullivan 

Unfortunately, I don't know any magic JQL to get the specific time the breach occured, the only option that could help here, as I see, may be to install an additional SLA plugin that allows monitoring the time a ticket breached it's SLA.

I can recommend to try SLA Time and Report for Jira add-on, where you can monitor it on the Main Page's grid:

details.png 

Is it what you need?

And let me know if you need more information or some help. As this add-on was created by my team, and we will be glad to tell you more how to work with SLA Time and Report for Jira add-on, or conduct a demo call for you.

Have an amazing day!

Regards,
Olha

0 votes
Pramodh M Community Leader Aug 26, 2022

Hi @Jerry O_Sullivan 

Use the below guide to find the issues 

https://confluence.atlassian.com/servicemanagementserver/using-jql-queries-specific-to-slas-939926424.html

Example

"Time to first response" = breached()

Thanks,
Pramodh

Thanks @Pramodh M  I am looking to find the exact time the SLA was breached...e.g 20:08. Is this possible?

Pramodh M Community Leader Aug 26, 2022

For a specific time, it does not work that way.

breached or not breached, that's all

Thanks is there anyway to get the specific time the breach occured?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

An unofficial way to monitor a JSM mail handler for errors

...eturns true if any content is returned for the webResponse.body.data.first s...

682 views 3 20
Read article

Atlassian Community Events