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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')
image-20230427-083038.png

SLA was breached

Syntax

crmSLAOverdudedIssues('your_customfield_name')

Supported Fields

HelpDesk SLA

Examples

  • issue in crmSLAOverdudedIssues('Resolution Time')

  • issue not in crmSLAOverdudedIssues('Resolution Time')
image-20230427-083054.png

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')
image-20230427-083116.png

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')
image-20230427-083128.png
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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')
image-20230427-082538.png

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')
image-20230427-082522.png

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')