Retrieve information of SLA from parent ticket

[José Agnaldo B_ de Sousa]

Hi, please, i need a help.

How can i do a query to extract sla´s information from a parent ticket like the screen bellow.

Thanks.

[Zoryana Bohutska _SaaSJet_]

Hi @José Agnaldo B_ de Sousa 

To get SLA for Jira Software you can use an additional app. One of them is SLA Time and Report, which shows time to SLA at each issue panel. This add-on counts SLA time for issues from Service Desk (but cannot configure it). Also, it allows create multiple calendars to exclude non-working hours from counting and export data.

Hope it helps

[Angélica Luz]

Hello José,

Welcome to Atlassian Community!

As per the screenshot, I can see that the SLAs are related to an add-on because the SLAs don't show like this on tickets.

For Jira Software, SLAs are not supported, this feature is only for Service Desk and it's not possible to show the SLAs on Software tickets even if the parent ticket is from Service Desk.

If that's not the case, please let us know more details about your use case and where would you like to see the SLAs.

Regards,
Angélica

[José Agnaldo B_ de Sousa]

Hello Angélica, thank you for the response.

I would like to do a query and extract SLAs information from a parent ticket.

In the above example, the jira #SUP-4259 don´t have SLAs information, but the parent ticket (jira #FID_AT-4661) has.

Thank you.

[Angélica Luz]

Thank you for the details, José.

In order to show the SLA on a query, it would be necessary to use something like JOIN, because SLA is specific for Service Desk tickets, that’s why it’s not possible to show it when searching for Software tickets, so it would be necessary to join both results on the same JQL, which is currently not available.

There is a feature request suggesting the implementation of JOIN when using JQL:

• Ability to join results from two filters and display the combined output using JQL.

Please, click on vote and watch to receive updates about the feature.