How to sort the details of a SLA report

[Xavier Tang]

Hi Jira Service Management doers,

I would sort the details display of a SLA "time to resolution" report according to time to resolution value, so that I could find easily issues that breached the SLA goal all together.

In report setting, I added {Order by "Time to resolution ASC"} in the filter of the related serie, but it has not any effect on the details display of the report.

Have you someone got the same cases ?

Regards,

Xavier

[Xavier Tang · Accepted solution]

Hi,

After contacting with Jira Service Management support team, it's confirmed that we could not sort the displayed detail page of a SLA report:

"Actually, we cannot organize the issues appearing in the report, because they are not shown by their SLA.

The Report tool is made to organize the issues that you have in a project, based on the results filtered by the report.

In this case, the SLA report will show all the issues that had an SLA and were closed. However, we cannot order them because that is not the objective of the Report.

The report should show all the issues that had any contribution to the SLA as a whole and we could filter them based on the Series that we set.".

Instead, we can use the criteria {"Time to resolution" = everBreached()} to display all breached issues.

Regards,

Xavier

[Steven Schouppe]

If you use Order by "Time to resolution ASC", the closing double quotes should be between "resolution" and "ASC".  Here is the correct syntax:

ORDER BY "Time to resolution" ASC

Suggestion:  Why don't you use "Time to resolution" = breached() to find the SLA breaches directly?

[Xavier Tang]

Hi,

Thank you for your suggestion.

For the first comment, I made a mistake in coping. Indeed, I used {Order by "Time to resolution" ASC} in the filter and that has no effect on the result.

I then replaced {Order by "Time to resolution" ASC} by {and "Time to resolution" = breached()} in the filter. The report becomes empty. However, when I use the same filter in "Search issues" page, it returns wished issues. So I do think that the SLA reporting function would not correctly work.

I'll raise a ticket to Atlassian support team. And I'll report their answer here.

Thanks,

Xavier