SLA Visibility

[Jason Corbett]

When my SLA criteria is 'Start' on 'Issue Created' and 'Stop' on 'Resolved: Set', the Time to Resolution metric is visible to be in my associated tickets.

However, I want to stop the clock when the status is set to resolved, as this satisfies our internal workflows.

However, when I change the Stop Criteria to be 'Entered Status: Resolved', the Time to Resolution metric disappears from my view.

I have tried this a few times now but each of the times the end result is the same.

The Status field is customised, but does that impact it?

If the criteria option is available, I would expect to be able to customise this also.

Thanks,

[Andy Heinzer · Accepted solution]

This can get confusing quickly because the system fields in Jira of Status and Resolution are often thought of in the same ways, but be assured they are distinctly different fields in Jira.

The time to resolution is just that.  It measure the time between creation of the issue up until that specific issue has some value in the resolution field.   In Jira the resolution field is empty when issues are created and remain that way until a resolution is set.

What makes this confusing is that you probably also have an issue Status called 'Resolved'.   In most cases, you can only set the status to be resolved which then also immediately sets the resolution field to some value (like Done, Won't Do, Duplicate, Cannot Reproduce, or Declined are the default ones to Jira). 

So technically just because an issue might have a status of "Resolved", it does not mean that the resolution field for that issue actually has some value set for it yet.   Most of the time it does, but it's important to make that distinction first because I think it will explain why your time to resolution metric will disappear when being based off status.

[Jason Corbett]

Thanks Andrew.

I have reverted to the default flow but added in our own values and this is now working.

Appreciate the response.

Regards,

Jason