Questions about getting an issue to trigger an SLA Breach

[Tim Hailey]

Hello Community,

I am trying to configure a Time to Assignment SLA that will trigger a breach after a set time and notify management. The SLA should check for when the ticket moves from Unassigned to Assigned and if not assigned within the SLA time, show as Breached. I know how to do the notification piece.

My question is first of all do I have this SLA configured properly? The ticket changes color and shows a negative time when the SLA is breached but does not show Breached in the ticket screen and doesn't show as Breached on any SLA reports showing Time to Assignment - Breached. It does finally show up in a JQL query searching for the Breached () function (i.e., "Time to Assignment" = breached() ) but took about 2 days to appear in the JQL results.

Time to Assignment SLA
Start: Issue Created
Stop: Assignee: From Unassigned

Any advice or suggestions to get this working properly would be greatly appreciated.

Thank you,

Tim Hailey
Sr. Atlassian Systems Administrator

[Tim Hailey]

Still no answer on the Time to Assignment Breach not showing up in SLA reports. I check the JQL in the report and it is correct.

[Florian Bonniec]

Hi @Tim Hailey 

SLA configuration seem to be right, you can try use Assignee Change too.

It has breached as it's displayed in red, have you try to re-index your project and see if it's returned by the JQL and display in the report ?

Regards

[Tim Hailey]

Hi @Florian Bonniec 

I hadn't re-indexed the project before. The JQL query searching for the Breached () function (i.e., "Time to Assignment" = breached() ) showed in Issue Navigator search results before I re-indexed the project but it didn't show up until long after the SLA was breached. Is that normal behavior?

In the view ticket screen, is the expected behavior for the SLA to just change colors and not say Breached anywhere in this screen when an SLA has been breached?

I just re-indexed the project and the built in SLA report "SLA met vs breached" still doesn't show any Breached tickets. I checked the underlying JQL for the report and it is correct and is using the JQL from SLA Goal.

Any ideas on why the breached tickets wouldn't show up in the report?

Thanks for the assist,

Tim Hailey

[Florian Bonniec]

Hi 

I guess for your first question, no it should display it when breached not hours later but this is porbably related to index issue.

In the UI it will not be displayed Breached but it will turn red with a clock when it keep running, pause symbol (||) if it's in pause and X if it ends but breached.

So maybe it's not displayed because it's not finish and will be displayed when the SLA will end base on the Stop condition.

Does the following JQl return something ?

"Time to Assignment" = breached()

"Time to Assignment" = breached() AND "Time to Assignment" = completed()

"Time to Assignment" = breached() AND "Time to Assignment" = running()

"Time to Assignment" = everBreached()

Regards