How to Stop SLA on a Closed Issue

[Daniel Jones]

Hi All,

I am having an problem where an Issue that is now closed was moved from Open directly to Completed, bypassing Work in Progress/Pending.
Our SLA Time to First Response didn't have a trigger for this scenario, only if an Issue was moved to In Progress/Pending first before being resolved. I have rectified this now so we don't miss the trigger going forward, but we now have a number of Issues that are closed but the timer is still counting.

The way the workflow is set up, once the ticket enters Closed, we can't change the status anymore to hit one of the triggers.
Is there anyway I can tell the timer to stop counting on tickets that are already closed?

[Dave Mathijs]

HI @Daniel Jones Have you added both these conditions now?

[Daniel Jones]

Hi @Dave Mathijs 

I have added the Entered Status: Closed which will stop the problem in the future.
The problem I have and need resolving is the Issues where the First Response timer is still counting

[Dave Mathijs]

You could - temporarily - add a self-reflecting transition (only available for Jira Administrators) from status Closed to status Closed (and remove it afterwards). This should trigger the SLA I believe.