Creating SLA Goals Using Quotes For Organization Gives Irregular Results

Summary

 When SLA Goals JQL are set with the Organization field it can lead to irregular results based on how the quotes are utilized. The irregular results would usually lead to the SLA not being applied on an issue key even though the JQL gives the green tick on the SLA being configured. 

Steps to Reproduce

1. Go to the SLA page of the Service Desk Project
2. Create a new SLA and name it
3. Set an easy Start condition such as: Issue Created, the Pause and Stop conditions can be anything.
4. In the Goal section start creating a JQL such as the following: 

Organizations = "Test" 

1. The JQL will prompt you a "green tick" indicating the JQL is valid and you can Update and click on Save to apply the JQL
2. Create an issue to the Service Desk portal and ensure this customer is apart of the Organization Test. 
3. When the ticket is created the Goal will not be applied to the newly created ticket despite meeting the conditions. 

Expected Results

The JQL set in the Goal's JQL should be applied to the ticket that meets the condition for the Organizations. 

Actual Results

The JQL set in the Goal's JQL does not apply to the ticket that meets the condition for the Organizations. 

Workaround:
Despite giving you the "green tick" which indicates that the JQL is correct it in fact does not process the JQL that you have configured, there are a number of rules with the quote. 

Scenario A: Organization Only JQL 

**If the JQL only contains the Organization, remove the quotes and it will work. 

 Organizations = Test 

Scenario B: Organization and Other Conditions JQL Version 1

*If the JQL only contains the *Organization and another condition, in this case if the Organization has quotes, ensure the second condition also has quotes, this applies to the third and so on condition, all of it must have quotes to work:

SUCCESS: 

Organizations = "Test" AND priority = "High"

 FAILURE:

Organizations = "Test" AND priority = High

Scenario C: Organization and Other Conditions JQL Version 2

*If the JQL only contains the *Organization and another condition, in this case if the Organization does not have quotes, the second condition does not have to remove quotes, this applies to the third and so on condition:

SUCCESS: 

Organizations = Test AND priority = High

 SUCCESS:

Organizations = Test AND priority = "High"

Note:

*This issue does not occur with *Issue Navigator, regardless of quote or no quote, the search result is accurate, only replicated so far in the SLA Goal JQL column.