This documentation relates to an older version 1.0 of Rich Filters for Service Desk Dashboards. See the documentation index for other versions.

For Jira Administrators

Rich Filters for Service Desk Dashboards is an extension of the Rich Filters for Jira Dashboards app. This extension adds functionality specific to Jira Service Desk on top of the existing rich filters. If you are not already familiar with the rich filters, you should first have a look at the Rich Filters for Jira Dashboards documentation.

This page contains information which is more relevant for Jira administrators. In order to be able to build the different statistics on SLA fields, the Rich Filters for Service Desk Dashboards app adds a special custom field and a JQL function. Below we provide more details about these items.

rfSlaIndex custom field

rfSlaIndex is a custom field automatically added by the Rich Filters for Service Desk Dashboards app. The field cannot be edited directly or displayed in issues, navigator or dashboards – its only purpose is to index some of the SLA related data in a form which allows us to build the different SLA statistics very efficiently.

It is for this reason that it is very important to reindex your Jira instance (or at least all the Service Desk projects) when the Rich Filters for Service Desk Dashboards app is installed or upgraded. Otherwise, some of the statistics based on SLA fields might not return correct results.

rfSlaCompleted JQL function

rfSlaCompleted is a JQL function added by the Rich Filters for Service Desk Dashboards app. The function allows us to filter the issues having the last cycle of a given SLA completed during, before or after a particular moment in time. For example: 

rfSlaIndex >= rfSlaCompleted("Time to first response", "2018-02-01 00:00") 

This query returns all the issues which have the 'Time to first response' SLA completed after February 1st, 2018. Note that the function is used in conjunction with the rfSlaIndex custom field and that it takes into account only the last cycle of the SLA. 

This function is useful when filtering the issues that contribute to the computing of SLA related values in time series or date bar charts based on the completion date of the SLA. More precisely, when computing values such as SLA Met, Breached, %Met, %Breached or Average during different time periods, only the issues with the SLA completed during each particular time period are taken into account. This function allows us to provide meaningful links which point to the correct JQL behind each number displayed in the gadgets.