Why is my Time to Resolution SLA working for some requests but not others?

Question

Our Time to Resolution SLA is randomly not working for some of our requests (of various types, e.g. Service Request, Task).

Here is a screenshot of a resolved request. Scroll to the right to see the SLAs. Time to First Response has been recorded, as has Time to Close after Resolution. But not Time to Resolution.

Here is a screenshot of the setup for the Time to Resolution. Scroll to right to see the rest of it.

Please let me know what the problem is. Any help is greatly appreciated!

Jack Brickey · Answer

personally, i would replace all of the statuses with "Resolution: Set" and add "Resolution: Cleared" to the start. BUT you must ensure that all associated workflows are setting the resolution otherwise the SLAs would not stop. To do this you have two options:

* Update all associated workflows such that each transition to an "done category" status has a screen associated that will display and require the resolution to be set. Screen added to the transition and Validation to require Resolution field. This works best if you want the designate a resolution other than Done always. Sometimes an issue is closed as: Won't Do, Duplicate, Could not Reproduce, etc.
* Update all associated workflows such that each transition to an "done category" status has a Post Function to set the Resolution to Done (or whatever). The down side is everything shows "Done" when maybe nothing was actually done.

In either case also add a PF to all 'reopen' transitions to clear the Resolution.

With all of that said, if you don't wish to go that direction then simply add the "Closed" status to your Stop AND any other 'done category' statuses you might have in the workflow(s) associated w/ the project.

Finally please note my edit and addition of #1. The above would explain why and SLA might not STOP (because the Closed isn't there) but doesn't explain why it didn't START.

Please LMK if this is clear or not.

Kristin Durkin · Answer

So should I uncheck the following: Entered status: Canceled, Completed, Done and Resolved, and then select "Resolution: Set"?

Jack Brickey · Answer

edited...

1) i think the the use of transitioned from unassigned might be flawed but not 100% sure. If an issue is automatically assigned to a user during the create then it might explain why the SLA never starts. Need to test this. Consider starting when issue created. IMO, Time to resolution should always start on create vs. someone actually picking it up and running with it. but just MO.

2) Stop clause - You do not have "Closed" status covered and the issue is in Closed status.

I would highly recommend moving away from using Statuses in your SLA rules. Rather I would suggest you move to use the Resolution field and make sure that you cannot transition to any "done category" status w/o setting the resolution. Note that you will also want to clear the resolution anytime an issue is transitioned out of the done category status, i.e. reopened.