How can I export data for SLA breached and met ticket on JIRA service desk?

[Rahul Kumar]

Hi Team,

How could I configure/export data for SLA breached/met cases.

Please suggest.

[Rahul Kumar]

Hi @Francesc_Arbó @Atlassian

Please suggest or update over this.

[Rahul Kumar]

Hi @Francesc_Arbó

Kindly look into this & help.

[Rahul Kumar]

Hi @Francesc_Arbó

Apology for the delayed response actually I was on off during past days.

I am trying to work around the JQL suggested by you its seems fine once I am done with that I'll let you know.

Meanwhile could you please suggest me on the below points.

1. Want to create the bucket for the teams - I want to create multiple buckets for the projects for e.g if a deployment need to done in our environment then multiple team will work together so a single Jira ticket will work for multiple teams so that team can segregate their task in their own buckets & transfer it to different bucket when task is completed.

2. Want to create a severity tab - Like a request can be added or prirotize according to their severity.

3. For our Infra team is it possible to create a domain tab where the domain can be selected based on their issue.

[Rahul Kumar]

Hi @Francesc_Arbó

Awaiting for your response on this.

[Rahul Kumar]

Hi @Francesc_Arbó

Thanks to clear this out &y help me out for the correct JQL to execute.

Actually I want to extract the data for all levels where SLA breached & met too.

for e.g-

I need to extract the data where SLA breached & met separately on all these three phases i.e 

time to first response/time to resolution/time to close after resolution

Refer the screen below.

[Francesc_Arbó]

Hi @Rahul Kumar,

If I understand right, you want to create two filters:

• Issues with any SLA breached

"Time to first response" = breached() or "Time to resolution" = breached() or "Time to close after resolution" = breached()

• Issues with any SLA met

"Time to first response" != breached() or "Time to resolution" != breached() or "Time to close after resolution" != breached()

If you want to extract all issues with a completed SLA being breached or met, you can use something like:

"Time to first response" = completed() or "Time to resolution" = completed() or "Time to close after resolution" = completed()

Hope I understood your needs Ok.

[Rahul Kumar]

Hi @Francesc_Arbó,

I need to export the report in CSV format.

Kindly suggest the steps to configure to download the data of the SLA breached ticket.

[Francesc_Arbó]

Hi @Rahul Kumar,

first of all you have to create your filter using this documentation:

• Cloud: https://confluence.atlassian.com/servicedeskcloud/using-jql-queries-specific-to-slas-844628670.html
• Server: https://confluence.atlassian.com/servicedeskserver/using-jql-queries-specific-to-slas-939926424.html

Once created, save this filter in order to use it later. Then press th button showed in the following image and select the CSV export.

[Rahul Kumar]

Hi @Francesc_Arbó

Still not able to get correct data.

I've used the JQL i.e 

"Time to first response" != everBreached() but still it gives the data of the ticket which has been closed recently.

Could you please suggest me to get the correct data.

[Francesc_Arbó]

Hi @Rahul Kumar,

Breached() shows those issues whose last SLA cycle has failed to meet its target goal.

everBreached() shows issues that have failed to meet their target goal.

Both functions shows the goal achieved, that means the SLA Cycle closed.

The example you have specified:

"Time to first response" != everBreached()

 It will show you all issues that have successfully completed your first-response goals.

Can you please explain which filters do you need? With this information I'll try to give you the right JQL for it.

[Francesc_Arbó]

Hi @Rahul Kumar,

First of allm what do you need? In which format you want or need to export?

However, you can create your filter first and:

• Subscribe in your filter to receive an email with the filter results.
• Export to CSV some fields or all fields.
• Export to word
• ...

If you want to use these data for reporting, you can use EazyBI.