Problem Definition

The Jira Service Management JQL is not capable of tracking which specific user/group was assigned to the ticket when the SLA for "Time to First Response" and "Time to Resolution" starts ticking and all the way to it meeting the SLA or breaching the SLA. The report only takes in consideration of the final value of the SLA and tabulates that to the JQL.

Sample Scenario

If there are two assignee and the ticket has met it's SLA when the first assignee worked on it, and after that the the second assignee was assigned to work on this issue and closes it. It is currently not possible, to generate a report to show who was assigned when the ticket met/breached the SLA.

The JQL is only capable of generating on who was assigned to this ticket and what was the SLA status, in which the report will show both the users.

Why This is Important

For users who are calculating performance of the users and require multiple users to be working on an issue, with the advance JQL it would be very helpful to determine which user was actually responsible for the SLA meeting and failing during the duration of the issue being open.

Workaround

• As of now, it is possible to manually check which user was assigned to the ticket and met the SLA goals based on the Issue History.
• Use an automation rule: How to display the user who was the assignee when the SLA was breached in Jira Service Management