The SLA restarts when you reopen the task

[Kazimierz Tyczynski]

Hello all

I have a very strange problem everything was working until last week. The tasks in the Jira Servie Desk would normally count the elapsed time in the SLA. Now it looks like this:

Photo > SLA problem 

In one of the logs there is atlassian-jira-log

[code]

{"succeeded":true,"goalTime":10800000,"elapsedTime":1025395,"calendarName":"24/7 Calendar (Default)","startTime":1602511008286,"stopTime":1602512033681}],"metricId":199,"definitionChangeDate":0,"definitionChangeMsEpoch":0,"goalsChangeDate":1602510031573,"goalsChangeMsEpoch":1602510031573,"goalTimeUpdatedDate":1602510078050,"goalTimeUpdatedMsEpoch":1602510078050,"metricCreatedDate":1602510031545}]
2020-10-12 15:56:48,543 https-jsse-nio-8443-exec-7 WARN user user 956x5531x1 ip /secure/CommentAssignIssue.jspa [c.a.j.i.customfields.impl.AbstractSingleFieldType] More than one value stored for custom field id 'customfield_12400' for issue 'KITXX-137'. Keeping '5' and deleting other values. Original values:[5, 4]
2020-10-12 15:43:29,316 automation-rule-executor:thread-1 WARN user [c.a.j.i.customfields.impl.AbstractSingleFieldType] More than one value stored for custom field id 'customfield_12900' for issue 'KITXX-137'. Keeping '{"timeline":{"events":[{"date":1602250328196,"types":["START"]},{"date":1602252073784,"types":["STOP"]},{"date":1602252095935,"types":["START"]},{"date":1602257808925,"types":["STOP"]},{"date":1602257826626,"types":["START"]},{"date":1602257838522,"types":["STOP"]},{"date":1602257874232,"types":["START"]},{"date":1602257891679,"types":["STOP"]},{"date":1602257901397,"types":["START"]},{"date":1602257913501,"types":["STOP"]},{"date":1602257925549,"types":["START"]},{"date":1602258005493,"types":["STOP"]},{"date":1602258015563,"types":

[/code]

At the moment of closing the task and changing resolution, the time is over and here it correctly shows times for green. When the task is opened and the unresolved to resolved changes, the time is restarted to the initial state, not to the state that has expired. May I have any tips or help? Thx!

SLA:

1. SLA1 Response time (Czas reakcji)
2. SLA2 Time to bypass (Czas do obejścia)
3. SLA3 Time to solve (Czas do rozwiazania)
   
   
   

Resolution:

1. Unresolved (Nierozwiązane)
2. Resolved (Rozwiązane)