JSD SLA based on customer request type

JIRA Service Desk

is it possible generate a SLA based on customer request type?

x example the jql query for de SLA

issuetype="incident" and "Customer Request Type" ="XXXXX"

doesnt work 

2 answers

0 votes

Hi Jaguilar,

Could you elaborate a bit more (if necessary) on what you mean by 'doesn't work'? I tried to figure out what you want to do by looking at the default implementation of an out of the box IT Service Desk and assume that you want to set different SLA targets for e.g. different types of Service Requests.

What you are trying to do is perfectly possible and even with your example JQL there's actually nothing wrong. If you consider that:

  • after you save and recalculate your SLA, it might take some time before the new calculations are done;
  • that SLA's will only be recalculated for issues having an 'open' SLA metric (i.e. that the SLA has not reached its defined target condition)

the scenario you described should be working perfectly.

Hi Walter,

thanks for your response,

i will detail the case:

  • i create a new sla
  • i specify a JQL: issuetype="incident" and "Customer Request Type" ="XXXXX"
    note: the help for select a customer request type doesnt show the availables values, it works with other ones 
  • when i test the sla, it doesnt work, i mean the SLA doestn appear 
  • when i review the log file i found the msg: "Argument data type ntext is invalid for argument 1 of lower function"
    i review the query that produce the error, in my case:

    select top (10)
    inner join "dbo"."AO_54307E_VIEWPORT" "AO_54307E_VIEWPORT"
    and (lower("AO_54307E_VIEWPORTFORM"."NAME") like '%' --escape '\'
    or (lower("AO_54307E_VIEWPORTFORM"."DESCRIPTION") like '%'))-- escape '\')

    the error is in the last line; lower(......) the field DESCRIPTION is ntext type; when i comment the last line, the query works and i can see all the customer request types

    im not sure what is the reason, it could be the collation of database that is Latin1_General_CI_AI i dont know....


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