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How many tickets were first response time breached in a year?

JQL to find out how many tickets were first response time breached in a year, and How many tickets were resolution time breached in a year?

2 answers

1 accepted

Hello @Gajanan Sasane

Per your description, I understand that you would like to return all the issues created over a specific period of time (1 year) which "Time to resolution" and "Time to first response" SLAs were breached. Is that correct?

If that's what you are looking for, you can use the following queries, replacing "xxxx-xx-xx" with the date range of creation time that you want:

For issues with the "Time to resolution" breached:

"Time to resolution" = breached() and (created > "xxxx-xx-xx" and created < "xxxx-xx-xx")

For issues with the "Time to first response" breached:

"Time to first response" = breached() and (created > "xxxx-xx-xx" and created < "xxxx-xx-xx")

For more details about the instructions provided, you can check the documentation below:

Write JQL queries for SLAs 

Let us know if that works for you.

1 vote

Hi @Gajanan Sasane ,

You can use Time to SLA for this. 

It has dedicated SLA reporting feature for this where you can generate reports based on various parameters like SLA status, SLA dates, and JQLs. You can also export these reports for further analysis.

Time to SLA works with all types of projects.

SLA Detail Report (Cloud) 1.png

SLA Detail Report (Cloud) 3.jpg

These reports give you an valuable insight on your SLAs in your issues. Please let me know if you have further questions.

Regards,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

Hi @Gökçe Gürsel _Appfire_ :

Thanks for your response, actually I am looking JQL without any add-ons.

Hello @Gökçe Gürsel _Appfire_ ,

Just a heads up, please be aware of our Community Guidelines against posting solutions for the sole purpose of promoting an app and that you are mentioning your app as one possible solution to users and make sure you discuss alternative solution paths, such as the native JQL option to achieve the search results mentioned bu @Petter Gonçalves 

Please review the guidelines below.

Noting the portion below that applies to this thread:

The community is a place of learning and connecting, not to promote or point people back to your products or your website. The exceptions are: 

  • A user explicitly asks for information about your products or services
  • You are mentioning your app as one possible solution to users
  • You've written an article about a particular app and want to link the app in your article
  • Your support documentation answers a user's question in depth and you want to refer them to it (note, please include a summary of the answer on the community as well. rather than just linking out without any context)
  • You are promoting a webinar that adds community value (see more below)

And

  • Think from the user’s perspective, and give a complete answer to the problem stated instead of only advertising one app or solution. In other words, make sure you discuss alternative solution paths.

Regards,
Earl

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