How can I get all tickets that have less than 0 SLA remaining

[sheikh-spear]

Hello,

I'm using the Time To SLA plugin in the project that I'm working on.

I'm trying to make a JQL request that would return all late tickets, something that would look like this:

"Remaining SLA" < 0d

But I get an error stating that the operator '<' cannot be used in this case.

Can anyone help me ?

[Dirk Ronsmans]

Hey @sheikh-spear ,

If they have 0 time left they would be breached so you could use that to find them.

example: "Time to resolution" = breached()

So you could put your "name of SLA" = breached() and those will return the issues that are breached.

You might want to also add a "AND "name of SLA" = running() to get only the issues that are still ongoing. (or another filter to don't get the historically breached ones)

[sheikh-spear]

It's tells me that it doesn't reconize breached as a function :(

[Dirk Ronsmans]

That's weird cause it's a out of the box function.

Did you put breached or breached() 

Those brackets are required :)

Otherwise a screenshot to see what's going on might help!

[sheikh-spear]

Here is the screenshot, thanks in advance

[Dirk Ronsmans]

Hey @sheikh-spear

Could you try the JQL on a regular issue search (and not on the gadget)?

It seems that gadget is from an app so it could be they don't support it. If it works on a normal advanced issue search I'd suggest opening up a ticket with them on their portal

https://qotilabs.atlassian.net/servicedesk/customer/portal/5

[sheikh-spear]

It doesn't work either way

[Dirk Ronsmans]

Very strange.. breached() is something that exists since a long time already.

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

Could you maybe do a type ahead to see what happens? (maybe the language is messing with us)

When I type my SLA's name and then the = mark I'm presented with all the options.

You are using Service Desk SLA's right? 

[sheikh-spear]

No the name of the plugin is Time To SLA

[Dirk Ronsmans]

Then I suggest taking a look at their JQL functions list:

https://confluence.snapbytes.com/time-to-sla/sla-search/sla-search-2-0-jql-functionalities

these really depend on the version of your plugin

[Gökçe Gürsel {Appfire}]

Hi @sheikh-spear ,

This is Gökçe From the Snapbytes team.

We recommend using the Search 3.0. for this.

For your use case slaFunction= isBreached() would do nicely.

It has functions for remainingDuration, elapsedDuration , remainingPercentage and elapsedPercentage functions you can use.

https://confluence.snapbytes.com/display/TTSToggle/SLA+Search+3.0+JQL+Functionalities

For further support, you can open a support request here: Time to SLA Customer Portal

Please let me know if you have further questions.

Regards,

Gökçe