Time to SLA app provides various REST APIs to retrieve SLA data stored in app. Sometimes customers want to obtain those information from database mostly to be used with business information tools. This article explains reasons behind limited data access to SLA data in database and how to interpret those limited information.
This table stores intermediate information required to speed-up the calculation of updated SLA values on an issue. Each line represents an SLA instance on a single issue.
|ID||Number||ID of this SLA instance. Note that this ID is subject to change at any time.|
|SLA_ID||Number||ID of the SLA definition this SLA instance belongs to.||AO_C5D949_TTS_SLA.ID|
|ISSUE_ID||Number||ID of the issue this SLA instance belongs to.||jiraissue.id|
|ORIGIN_DATE||Date||Exact instant this SLA instance started to count.|
|EXPECTED_TARGET_DATE||Date||Deadline for this SLA instance.|
|ACTUAL_TARGET_DATE||Date||Actual instant that this SLA has reached its target condition.|
|RESET_DATE||Date||Last reset instant for SLA|
|INDICATOR *||String||Current state of SLA (EXCEED, STILL or SUCCESS).|
|PAUSED||Boolean||Whether or not SLA is paused|
|WORKING_DURATION *||Integer||Elapsed time from the start of SLA in milliseconds.|
|PAUSED_DURATION *||Integer||Time spent on paused state (when SLA in progress) in milliseconds|
|FORMATTED_WORKING_DURATION||String||Formatted working duration, filled only when SLA is completed|
|FORMATTED_PAUSED_DURATION||String||Formatted paused duration, filled only when SLA is completed|
* Limitation applies for information stored on those columns please see following:
Here are some queries to differentiate different SLA states:
"INDICATOR" = 'MET'
("INDICATOR" = 'STILL' AND "EXPECTED_TARGET_DATE" > now()) OR "PAUSED" is true
("INDICATOR" = 'STILL' AND "EXPECTED_TARGET_DATE" > now()) OR "PAUSED" is false
SLA Indicator custom field displays paused SLAs as PROGRESS
("INDICATOR" = 'EXCEED' OR ("INDICATOR" = 'STILL' AND "EXPECTED_TARGET_DATE" < now())) AND "PAUSED" is false