Hi @Steve Farrand
It’s frustrating when some SLAs or Time to Resolution (TTR) values calculate correctly and others don’t – especially without a clear pattern. You’ve mentioned trying most of the common solutions, so let’s walk through a few advanced checks that might help uncover the issue:
- Double-check that all your issue types, statuses, and priorities are correctly covered in your SLA goals.
- If a Start or Stop condition doesn’t match the issue, the timer won’t run.
- Ensure the posts that trigger status changes are actually firing correctly.
- If you use custom statuses or screens, check that transitions aren't blocked or misconfigured.
- Sometimes SLAs fail to calculate if an issue lacks required fields (e.g., Resolution).
- Verify if custom fields used in the SLA rules are populated and visible.
- Make sure the calendar applied to your SLA is active and correctly configured (business hours, timezone, etc.).
Here’s a more flexible option: you can use Atlassian Marketplace apps like SLA Time and Report.
It helps you:
- Instantly see why a specific SLA didn’t start, stop, or calculate
- Create multiple SLA timers per issue (e.g., by priority, service, assignee group)
- Use JQL-based conditions and custom calendars for precision
- Monitor which SLAs were met or exceeded and export reports for audits
We’ve seen many users switch to this app when native SLAs became too opaque or inconsistent – especially in complex workflows.
Happy to help you troubleshoot further or show how our app could clarify your SLA behavior (you can book a 1:1 demo with our Product Manager). Hope this helps, and don’t hesitate to reply!
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