TimetoSLA - Add completed and running cylce

Questions & Answers
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1

Hi,

we are now starting with Eaziby and the TimetoSLA Plugin… After some investigation we found that
the Measure Met / Breached only calculates Tickets when the cycle is completed.
For Example we run one SLA that meassures if tickets are set from status open to in progress and if that is done in 1 week.

For us we also want to add tickets to the graph where the cycle is still running since those tickets also have a breached SLA so for example ticket that was created 3 month ago but still in status open with a TIme Demension for the last 12 months on a monthly basis

atm this is not possible based on SLA breached in EazyBI vs. JSQL from Service Desk → 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.

Is there any way with a query to add those tickets , if not is this a feature reqeust for eazyBI or the TimetoSLA App?

In General it would be nice to add a measure where the trigger is breached SLA no matter if the cycle is completed or not

Thanks in advance for the help
SImon

2

Hello @skolbe

Welcome to eazyBI Community and thanks for posting your question!
Indeed - the measures are calculated for completed cycles
We have a demo report here for Jira Service Management with an example report for ongoing cycle too - Time to resolution Met vs Breached including ongoing cycles (weekly) - Issues - Jira Service Management Demo - eazyBI
Try importing this report into your account (Export and import report definitions) and change the measures and properties in the calculated measures to match your dimension names and see if that works for you.

If this doesn’t work for you, please reach out to us directly at support@eazybi.com with a reference to this post.

Best wishes,

Elita from support@eazybi.com

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thank you very much we will try this out
regards
Simon

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4

thanks we tested it and it worked really well, thank you for your help

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