Details
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Bug
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Resolution: Fixed
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Low
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2.5.3
Description
To address this issue, we are not able to change the existing JQL functions of running() and paused().
They would be relied upon for many other scenarios, in the existing behaviour. For SLAs, it is either running, unless completed or has matched a pause condition. When outside of working hours, it is essentially still running, just inactive.
Therefore, we will address this requirement, by adding a new JQL function withinWorkingHours() that will allow you to combine JQL functions to see if an issue is running and in/out of working hours.
Summary
Whenever an issue is created outside the hours configured in the calendar attached to the first SLA rule in the Service Desk, the issue will not be findable using the != running() or = paused JQL functions.
Steps to Reproduce
- Create a Service Desk
- Set the default "Time to resolution" SLA to use the "Sample 9-5 Calendar"
- Remove the current day from the "Sample 9-5 Calendar"
- Create an issue in the Service Desk
- Run the following JQL on the instance:
created > startofDay() AND ("Time to resolution" != running() OR "Time to resolution" = paused()
Expected Results
The issue created at step 4 shows up as a result to the JQL at step 5
Actual Results
The issue created at step 4 does not shows up as a result to the JQL at step 5
Notes
The use case for this functionality, is to enable an automated comment on issues that have been created outside of configured SLA hours.
This will help set expectations to the reporters of these issues regarding the time before which their issues are not likely to get picked up.
For instance, if the first response SLA is set to run between 09:00 and 17:00, and an issue gets created at 23:00, the reporter should be notified of this
Attachments
Issue Links
- has a regression in
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- Closed
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- was cloned as
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