I am user for EazyBI reports for my JIRA service desk dashboard and I am trying to create stats for items which have breached SLA defined in the service desk setup. As I understand, the SLA (custom) fields are imported to EazyBI and hence I assume the “SLA breached” issues are calculated based on the SLA defined from Service desk setup. However, the issue I have is that the SLA breached issues in EazyBI does not match with what ServiceDesk has. For example, SLA breached issues (breached only) returned from EazyBI is 3, however, if I run a JSQL in Service desk where “SLA response” (a custom SLA) < 0, it returns 10.
Can you suggest where it goes wrong? I am not familiar with the import process as it’s done by our JIRA admin, is there any setting they need to do?
thanks in advance.