Skip to main content
Skip table of contents

SLA & OLA JQL-functions

SLA JQL-functions

SLA is not defined (or opposite)

Syntax

slaDefinedIssues('your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in slaDefinedIssues('Resolution Time')

  • issue not in slaDefinedIssues('Resolution Time')

SLA time is counting down (or opposite)

Syntax

slaIsWorkingNow('your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in slaIsWorkingNow('Resolution Time')

  • issue not in slaIsWorkingNow('Resolution Time')

SLA was breached

Syntax

crmSLAOverdudedIssues('your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in crmSLAOverdudedIssues('Resolution Time')

  • issue not in crmSLAOverdudedIssues('Resolution Time')

A particular percentage of SLA time was spent

Syntax

crmSLAProgressIssues('operator_&_percentage', 'your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in crmSLAProgressIssues('>15', 'Resolution Time')

  • issue not in crmSLAProgressIssues('!=73', 'Resolution Time')

A particular SLA remaining time

Syntax

slaRemainingTime('operator_&time', 'your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in slaRemainingTime('>15d 3h', 'Resolution Time')

  • issue not in slaRemainingTime('<=73m', 'Resolution Time')

A particular SLA Level is applied

Syntax

hdSLAByLevelIssues('your_customfield_name', 'SLA_level_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in hdSLAByLevelIssues('Resolution Time', 'Regular')

  • issue not in hdSLAByLevelIssues('Resolution Time', 'Urgent')

SLA Due Date is in a particular date-time interval

Syntax

hdSLAByDatePeriodIssues('dd.MM.yy hh:mm', 'dd.MM.yy hh:mm', 'your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in hdSLAByDatePeriodIssues('01.07.19', '02.07.19 08:10', 'Resolution Time')

  • issue not in hdSLAByDatePeriodIssues('01.07.19', '02.07.19', 'Resolution Time')

OLA JQL-Functions

Current team OLA is not defined (or opposite)

Syntax

olaDefinedIssues('your_customfield_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaDefinedIssues('Resolution Time')

  • issue not in olaDefinedIssues('Resolution Time')

Current team OLA is breached

Searching for issues the required team is working with and the OLA of this team is breached

Syntax

olaOverdudedIssues('your_customfield_name', 'your_team_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaOverdudedIssues('Resolution Time', 'Analysts')

  • issue not in olaOverdudedIssues('Resolution Time', 'Analysts')

A particular current team OLA remaining time

Searching for issues the required team is working with and the OLA remaining time is as specified

Syntax

olaRemainingTime('operator_&_time', 'your_customfield_name', 'your_team_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaRemainingTime('>15d 3h', 'Resolution Time', 'Analysts')

  • issue not in olaRemainingTime('<=7h', 'Resolution Time', 'Analysts')

A particular current team percentage of OLA is remaining

Searching for issues the required team is working with and the OLA remaining time is as specified

Syntax

olaProgressIssues('operator_&_percentage', 'your_customfield_name', 'your_team_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaProgressIssues('>15', 'Resolution Time', 'Analysts')

  • issue not in olaProgressIssues('<=70', 'Resolution Time', 'Analysts')

Current team OLA Due Date is in a particular date-time interval

Syntax

olaByDatePeriodIssues('dd.MM.yy hh:mm', 'dd.MM.yy hh:mm', 'your_customfield_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaByDatePeriodIssues('01.07.19', '02.07.19 08:10', 'Resolution Time')

  • issue not in olaByDatePeriodIssues('01.07.19', '02.07.19', 'Resolution Time')

Current team OLA time is counting down (or opposite)

Syntax

olaIsWorkingNow('your_customfield_name', 'your_team_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaIsWorkingNow('Resolution Time', 'Analysts')

  • issue not in olaIsWorkingNow('Resolution Time', 'Analysts')

A particular OLA Level is applied

Syntax

olaByLevelIssues('your_customfield_name', 'OLA_level_name', 'your_team_name')

Supported Fields

HelpDesk OLA

Examples

  • issue in olaByLevelIssues('Resolution Time', 'Regular', 'Analysts')

  • issue not in olaByLevelIssues('Resolution Time', 'Urgent', 'Analysts')

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.

Contact Support Close