Why do some request still have an SLA running when it should have stopped?

Question

I have set up an SLA for Initial Response.

The only filter on this is that the request is to have a priority of Normal.

Most, close to all, request have this SLA stop when either we add a comment to the customer or a resolution is set.

However, there is the odd one that just has this SLA running even tho a customer comment has been added.

I am not really shore what additional information I can add but please let me know if I have missed something that will help in working out why some SLA's will not stop.

Jack Brickey · Answer

Well I and others experienced SLAs continually running in the past and there was an actual bug in cloud. So it is certainly possible that there is a bug so you may wish to report to Atlassian Support especially since you seem to have combed thru troubleshooting fully.

Eric Sara · Answer

Hi Jack,
Thanks for all the different ideas.

The issue is still in the same project.

I cannot see any conflict with other rules and if there was then all issues that fit this same exact make-up should also be acting the same. And they are not.

We have about 4 comments to the customer and still, the SLA will not stop.

The issue was created by email, same as 100's of other issues. I am going to keep an eye on the issue and see what happens when it is closed out. Hoping it will stop then.

I have tried creating an issue in the same way but it acts as expected.

I have looked at all parts of this issue and compared this to others that are working and cannot see any difference as to why it is not acting the same as others.

I know this makes it very hard to diagnose but I am hoping someone has had this issue and may suggest the gold nugget that I am missing.

Very much appreciate you giving this thought and suggesting different ideas. More ideas are welcome.

Jack Brickey · Answer

Some things to check...

unlikely but - I want to be sure the SLA is in fact associated with the project where the issue with the still running SLA exists

is there any other condition where the timer starts other than create that could result in restarting the timer?

Have you tried initiating a comment for customer to check if it stops? What about setting the issue to resolved as a test?

i wonder if there is any possible automation conflict here?

i would inspect the “customer” that reported the issue. How was the issue created. For instance could it be this issue was created by an agent on behalf of customer?

I would recommend that you creat a test issue that mirrors this issue exactly for test purposes so as not to confuse the customer with any testing.