Time SLA breached

[Jerry O'Sullivan]

Hi

Is there any magic JQL to find out the time a ticket breached it's SLA?

I am keen to understand what windows of time we are missing SLA

Thanks

J

[Jerry O'Sullivan · Accepted solution]

This is how I solved it

• Created an automation to update 2 fields when a breach occurs
  • Day
  • Hour
• Extracted old breached issues and worked out their breach day and hour in Excel, imported these with the issue-key for force an update on the existing records into thew new custom fields
• Created dashboards showing hotspots of days/hours

[Olha Onofriichuk_SaaSJet]

Hi, @Jerry O_Sullivan 

Unfortunately, I don't know any magic JQL to get the specific time the breach occured, the only option that could help here, as I see, may be to install an additional SLA plugin that allows monitoring the time a ticket breached it's SLA.

I can recommend to try SLA Time and Report for Jira add-on, where you can monitor it on the Main Page's grid:

 

Is it what you need?

And let me know if you need more information or some help. As this add-on was created by my team, and we will be glad to tell you more how to work with SLA Time and Report for Jira add-on, or conduct a demo call for you.

Have an amazing day!

Regards,
Olha

[Pramodh M]

Hi @Jerry O_Sullivan 

Use the below guide to find the issues 

https://confluence.atlassian.com/servicemanagementserver/using-jql-queries-specific-to-slas-939926424.html

Example

"Time to first response" = breached()

Thanks,
Pramodh

[Jerry O'Sullivan]

Thanks @Pramodh M  I am looking to find the exact time the SLA was breached...e.g 20:08. Is this possible?

[Pramodh M]

For a specific time, it does not work that way.

breached or not breached, that's all

[Jerry O'Sullivan]

Thanks is there anyway to get the specific time the breach occured?

[Marc Isikoff]

Yes, you need a custom date field and automation to set that to 'now' when there is a breach.