SLA Report Configuration

Questions & Answers
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1

Hi,

I have 2 SLAs:
1- Defect Fix
2- Workaround

I have a scenario such that if (workaround is not within 8 hrs or Defect fix breaches by additional 5 days) then a severity of 2 would get applied and for every additional 5 days severity would increase by 2.

If Workaround met within 8 hrs and Defect fix also fixed within the respected goal frame then a severity of 0 would get applied.

How can we configure that, I am unable to find the Additional 5 days time frame?

2

Hi @Sambhav,

The actual expression would greatly depend on your setup.
​
​The further idea is based on the following assumptions:
​
​1) when the Workaround is met - the datetime value is registered in the issue customfield “Workaround met”, and that field is imported as an issue property;
​2) the defect Fix should initially occur within 5 days, and that is considered issue resolution. Therefore - we can rely on the issue resolution date;
​3) the trigger for SLA countdown is issue creation.
​
​The expression to calculate the issue Severity might then be as follows.
​

CASE WHEN
    -- condition of workaround met time exceeded
​​   DateDiffHours(
    -- SLA countdown start trigger
    [Issue].CurrentHierarchyMember.Get('created at'),
    -- if workaround not found yet - compare to current moment
    CoalesceEmpty(
      -- workaround found datetime
      [Issue].CurrentHierarchyMember.Get('Workaround met'),
      -- value if workaround not found
      'now')
   ) > 8
  THEN
  -- round down to integer
    Int(
      DateDiffDays(
        -- SLA start time trigger
        [Issue].CurrentHierarchyMember.Get('Created at'),
        -- compare to Defect Fix datetime or current moment if not fixed yet
        CoalesceEmpty(
          [Issue].CurrentHierarchyMember.Get('Resolved at'),
          'now'
        )
      ) 
-- divide by n for every n days to apply severity
  /5 
   )
 -- multiply by 2 severity for every n days exceeded
 * 2
END

​Regards,
​Oskars / support@eazyBI.com