SLA using 'organizationDetail()' JQL function is not working

Alsa Pedone April 11, 2024

I'm trying to set up an SLA using the Organization JQL function, organizationDetail(), as described here: https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/

The SLA is 'Time to ResolutIon'. This is the goal JQL: "Customer Request Type" = "Threat Request for Information (RADAR)" AND Organizations in organizationDetail("Tier", "Advanced"). The time target is 72h. There are tickets created more than 72h ago, but the Time to Resolution SLA is not flagging anything. Not sure if I'm writing the SLA incorrectly or if this is a bug.

 

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Alsa Pedone April 11, 2024

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YY哥
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April 11, 2024

Hi @Alsa Pedone 

Welcome to our community. Please show us your SLA config screenshot.

The SLA config has execution sequences and please check:
1.if JQL is correct through issue Search. Prerequisite: you configured Org detail with the filed Tire and value Advanced.

2.if the sequence is correct and also check the time setting.

Thanks,

YY哥

Alsa Pedone April 12, 2024

Thank you for the quick response. Here is my SLA config. I checked the query in the Issue Search as well as the SLA config. There are no syntax errors identified and no issues were found matching the search. I also verified that the Entitlement is properly updated in the Organization.

SLA Config.pngAll Issues Queue.pngTier Entitlement Detail.pngIssue Search for OrganizationDetail.png

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