Service Management % met, but exclude any issues with specific issue property

Questions & Answers
1

Hi all,

I’m looking to basically recreate the predefined Service Management SLA Measures. I need this measure to find all issues with an SLA, but exclude those where the Issue Property ‘Customer Reference’ = ‘Example’.

I’ve had a look around and haven’t found anyone else trying to do a similar thing.

Any guidance is greatly appreciated.

2

Hi @torchsurfing,
​
​You might import the “Customer Reference” as a separate dimension and then use it to subtract or filter relevant issues.
​You might read about changing the field settings here - Custom field import options.
​
​The expression for “Time to resolution - MET” might then be as follows.

( [Measures].[Time to resolution Issues],
  [Time to resolution Breached].[Not breached])
​-
​( [Measures].[Time to resolution Issues],
  [Time to resolution Breached].[Not breached],
​  [Customer Reference].[Example])

​
If the customer reference might contain multiple values and “Example” is just one of them, it might also be possible to create a distinct JavaScript calculated customfield dimension to distinguish the issues.
​Please read about defining new customfields here - New calculated fields.
​
​The actual code for a separate dimension depends on the actual data structure and the usage of the “Customer Reference” field in Jira.
​
The expression for “Time to resolution - met %” might be as follows.

CASE WHEN 
--there are also non-example relevant issues
([Measures].[Time to resolution Issues] 
-
([Measures].[Time to resolution Issues],
 [Customer Reference].[Example]))> 0 
 THEN
--SLA met without examples
 CoalesceEmpty(
  ([Measures].[Time to resolution - Met]
  - 
  ([Measures].[Time to resolution - Met],
   [Customer Reference].[Example])
  ),
  0)
  /
--relevant issues without examples
  ([Measures].[Time to resolution Issues]
  -
  ([Measures].[Time to resolution Issues],
   [Customer Reference].[Example])
  )
END

​Regards,
​Oskars / support@eazyBI.com