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Problem

The Time to SLA database table AO_C5D949_TTS_ISSUE_SLA does not hold correct SLA data for issues. The SLA Panel, Time to SLA custom field or SLA Indicator displays different values from this table.


Diagnosis

  • The Time to SLA plugin uses the AO_C5D949_TTS_ISSUE_SLA table to store the intermediate state of SLAs. 
  • We use this intermediate information to speed up the calculation of current SLA values. 
  • Since SLAs contain data that changes by time, such as remaining time, etc. there is no efficient way to keep this kind of data in the database.

Solution

You can always use our REST services to retrieve recent SLA data from issues. Please have a look at our REST documentation

Here is an example request and its results:

Request
GET: /rest/tts-api/1.0/sla/issue/{issue-key}?slaId=1
Response

{
    "paused": false,
    "endDate": "2017-11-03T10:35:22Z",
    "slaTargetSourceName": "Resolved",
    "inNonWorkingDays": false,
    "notMuchTime": 80,
    "formattedWorkingDuration": "1d 1h 35m 22s",
    "formattedRemainingDuration": "6h 24m 38s",
    "slaStatus": "SUCCESS",
    "synchronizing": false,
    "remainingDuration": "PT22H24M38S",
    "elapsedPercentage": 53,
    "class": "class com.tuncaysenturk.jira.plugins.dto.IssueSlaDetailsDto",
    "slaValue": "PT48H",
    "slaOriginSourceName": "Open",
    "inNonWorkingHours": false,
    "slaName": "Resolution Time",
    "workingDuration": "PT25H35M22S",
    "slaId": 1,
    "targetDate": "2017-12-02T09:30:00Z",
    "slaValueType": "SLA_VALUE",
    "started": true,
    "finished": false,
    "workingCalendarName": "8-5 Business Hours",
    "slaOriginType": "STATUS",
    "inCriticalZone": true,
    "slaValueSourceName": "SLA Value",
    "slaTargetType": "STATUS",
    "startDate": "2017-10-02T09:30:00Z",
    "slaValueAsDurationString": "2d"
}

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