SLA does not register 'first responses' sometimes/for some and gets breached

[Fuji]

Hi Jira community,

Hope you can help me. I have looked around and I don't see my problem listed anywhere. 

Sometimes, our SLA does not register the 'first responses'/comment IT supporters makes before the time runs out - ticket/SLA gets breached. And SLA should be turned on, because it does functions generally with most cases/most people. Here are the SLA settings:

I have attached a specific case with a supporter. Here the supporter already commented/responded, but the SLA keeps continue and in the last end up getting breached.

A picture of the history of this specific case:

I have two working theories:

1. It might be because the supporter changes the status, before he puts in the comment. When he makes the comment, he might not be in "waiting for support" and instead being in some other status like "waiting for customer" or "pending external".

2. Because he is Jira admin, there might be some reason for why SLA does not register.

If other information or anything else is needed, please ask.

Kind regards,

Fuji - Project coordinator - project administrator on Jira

[Els Bassant · Accepted solution]

Hi @Fuji , and welcome to the community!

1. The SLA pictured above stops counting when it enters the "waiting for customer" status, so whether the comment is made before or after the transition shouldn't matter.
2. Whether or not the agent is a Jira administrator should not matter for trigegring the SLA.

Looking at the history that you posted, the ticket mover from waiting for support > waiting for customer > waiting for support. So I am guessing that the SLA resumed counting when it was moved back to waiting for support. And since it has remained in that status since the SLA eventually breached.

This is because you are using "Entered Status: Waiting for Support" as trigger. So each time the ticket enters that status the SLA starts counting. To prevent this, use the trigger "Issue Created" instead.

[Fuji]

Hi Els,

Thank you very much for the welcoming.

My theories were not that auspicious as I thought, but good I got them debunked. :)

Regarding your suggestion, that it might be because the SLA resumes counting when it returns to waiting for support, properly is why SLA gets breached.

Although my initial reaction is that other IT support colleagues have tried this (waiting for support > waiting for customer > waiting for support), without the SLA getting breached/SLA resumes counting, I need to monitor it, to be certain.

In the "start counting time when.." box I will try to use the trigger "Issue Created" instead of the trigger "Entered Status: Waiting for Support", as you propose.

I will write again in a couple of weeks, so the thread can be accepted/closed properly.

Thank you for your answer, it helped.

Kind regards

Fuji - Project coordinator - project administrator on Jira