SLA breached in EazyBI vs. JSQL from Service Desk

Questions & Answers
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1

Hi team,

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.

2

Anyone has an idea on this?

3

Hi @g3denny,
Welcome to our eazyBI community! :slight_smile:
(and sorry for the delayed answer)

Just to clarify before digging into eazyBI, in Jira SLA query to search for breached issues is breached().

In my Jira I have test projects for Service Desk and using this query it returns me 15 issues for my SLA.

jira-sla-breached
jira-sla-breached1856×976 148 KB

Then when I go to eazyBI it also returns me 15 issues, although if I use it with Time dimension, then as you can see in my report 10 issues are for a particular year and 5 issues are at All Times level. (and if I take away this All Times level then I will have only 10 issues and there could be the difference between numbers in Jira and eazyBI)

sla-breached
sla-breached1620×786 55.7 KB

This is because eazyBI measure SLA - breached with Time dimension works when the cycle for this SLA is completed if it is still running then there is no year to relate to.
To better illustrate what I mean by it - I added SLA dimension State where you can see that 5 issues still have SLA cycle running (and they are at All times level).
SLA-state
SLA-state1750×808 62.3 KB

I hope this explanation will help you to find why you have a difference between the numbers in your report!

best,
Gerda // support@eazybi.com

P.S. More information about Service Desk integration you can find in our documentation - https://docs.eazybi.com/eazybijira/data-import/data-from-jira-and-apps/jira-service-desk-custom-fields#JiraServiceDeskcustomfields-SLAcalculatedmeasures