JSD Cloud - SLA "Time to first response" not stopping

[Przemysław Wójtowicz]

Hi

I have a problem with SLA.

Ticket is on status Resolved but SLA "Time to first response" still counting...

Example ticket

[Callum Carlile _Automation Consultants_]

Hi @Przemysław Wójtowicz A couple of things to check:

• Refresh the page - the SLA does not always change right before your eyes, and the page may need a refresh to show the update
• Each SLA has it's own separate conditions, and it's own start/stop/pause options. I see that you have 3 SLAs for that issue, so double check that the Time to First Response SLA is correctly configured with the conditions configured in your screenshot above.
• Make sure that the jql filter linked to the SLA is correctly configured so that the SLA is being applied to the correct issues

[Przemysław Wójtowicz]

[Callum Carlile _Automation Consultants_]

@Przemysław Wójtowicz Is the 'Issues to display (in JQL)' filter set correctly for that request type?

On a side note, seeing as the JQL filter for the top two Time Goals is exactly the same, the 15m Time Goal will never be used - as the issues are checked against the list from top to bottom and are assigned a time goal based on the first matching JQL, all issues with that JQL will have a time goal of 1h

[Przemysław Wójtowicz]

ok, but I have an other problems

hmm I have a 24 tickets with this problems (different request type, different create time)

[Callum Carlile _Automation Consultants_]

@Przemysław Wójtowicz Did you configure the SLA conditions after those 24 tickets had been resolved?

[Przemysław Wójtowicz]

in this day I only change conditions...

Jira unable to refresh SLA after change conditions?

[Callum Carlile _Automation Consultants_]

Unfortunately, yeah that's correct. The conditions will only be met if they're configured at the time of the action.

If the time goal was changed then Jira would re-calculate the SLAs, but the conditions work slightly differently