Hwo can i sort my queue by my SLA

[Steeve P_]

Hello everyone,

For one of our project, we are currently struggling with a way to sort issues for agent to work with.

Basically there is a team there, who are just taking issues from the queue, either to assign it to someone or to work on it.

But , A can work today on an issue, and B will finish the work tomorrow ,

The way their manager figure it is to always take the issue with the lesser time left to SLA Limit, not really taking care of assignment (Except if not assigned to someone of her team)

Would be easy if there would only be one SLA ... but they're working with (at least) 2 ,

- First assignment time

- Total work time for Agent.

How can i manage a queue to always put the correct issue on top?

Didn't find a way to compare those two in JQL to make it sort by the result ?

Any idea would be greatly appreciated

Regards

Steeve

[Hannes Obweger - JXL for Jira]

Hi @Steeve P_

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called smart columns that aren’t natively available, including your SLA's remaining time (among many other SLA-related columns).

This how it looks in action:

As you can see above, you can easily sort and filter by your SLA's remaining time, and also use it across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

As every JXL sheet is powered by a JQL statement, so you can easily model queues through JXL sheets - many of our customers already do so. Another advantage is that JXL would allow cross-project queues, if that's something that might be relevant to you.

Any questions just let me know,

Best,

Hannes

[Steeve P_]

Hi @Hannes Obweger - JXL for Jira 

Thanks for your reply

Same as I told to @Alina Kurinna _SaaSJet_  ealier, i'll take time to deeply look into thoses Add-on.

Our company try to avoid being linked with too much Add-on (So far I managed to make the full thing with Only 2 ;-) )

I'll take a look at your as well so :-)

[Alina Kurinna _SaaSJet_]

Hi @Steeve P_ ,

Did I understand your question correctly? You want your queue to be automatically sorted by SLA, for example, by the remaining time before breach or whether the SLA has already been exceeded.

If so, Jira's standard functionality has certain limitations for this type of sorting. However, if you're open to using add-ons, I recommend trying SLA Time and Report, which my team developed.

What can the SLA Time and Report do?

• Configure SLA settings with automated actions and the necessary start, stop, and pause conditions.
  

• Sort and filter tickets by SLA (e.g., Met vs. Exceeded, remaining time, etc.).
• Monitor SLA performance in real time with the SLA Grid, allowing you to identify tickets that need attention quickly.
  
• Generate custom reports and analyze SLA performance to improve team efficiency.
• Easily create and edit SLA goals, with the ability to automatically change the assignee or issue status when an SLA is breached.
  

The add-on is available for Cloud and Data Center, so you can test it to see if it fits your specific use case.

If you have any questions or need more details about the setup, feel free to reach out—I’d be happy to help! 😊

[Steeve P_]

Hi @Alina Kurinna _SaaSJet_

I will definitely keep this idea in my mind.

So far we try to avoid too much add-on and so company want us to be extremely selective on those that we require.

I'll approach the other team to see with them the full need and see if it can answer to everything or not.

As I also got few automation based on SLA , I don't really directly think about re-building everything differently.

But ...this solution seems to be the more accurate so far.

Thanks again

[Alina Kurinna _SaaSJet_]

@Steeve P_ 

Yes, of course! Feel free to contact me if you have any further questions. But really, try it - it might be exactly what you need.

Thank you!

[Marc - Devoteam]

Hi @Steeve P_ 

You can't there is no option to this, in any column based setup.

Sorting is done per field, just as in excel or any database.

An option to explore is to create automation that looks at the SLA fields and compares the remaining time (if possible).

But this will be a performance thing, as this automation would need to run on every open issues, and a every minute (scheduled) as there is no other trigger option to tackle this

[Steeve P_]

Hi @Marc - Devoteam 

Thanks for your reply !

Sadly , that's what I feared a bit...

I thought about automation as well, but got the same conclusions as yours...it's a bad idea ;-)

Maybe an app could help... but honestly not sure about what to look for.

Regards

[Marc - Devoteam]

Hi @Steeve P_ 

You could take a look at; My Requests Extension for Jira Service Management