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Subtracting time spent in one SLA from another SLA

Ivan Donigevich

We have sequential statuses 1-2-3 and "time to resolution" goals set for each status (goal 1, goal 2, goal 3). For some reason time spent in frame of status 1 goal decreases time available for status 2 goal and so on for the previous and the next status.

"Begin counting time when" is "Entered Status".

Any advice is highly appreciated.

Accepted answers

Susan Hauth _Jira Queen_

Hi Ivan,

Do you think you could paste in your SLA Set up?

Susan

All comments

Susan Hauth _Jira Queen_

Hi Ivan,

Do you think you could paste in your SLA Set up?

Susan

Ivan Donigevich

Hi Susan,

Please see the attached.

Susan Hauth _Jira Queen_

Hi Ivan,

That's not really a great way to manage your SLA. If your issues transition from for example "awaiting security approval" to "Ready for Duo..", then the SLA will attempt to recalculate itself because it's now in a new status and yet still meets the start condition.

Do the above statuses transition to each other? This will cause problems.

Susan

Ivan Donigevich

Hi Susan,

The transitions are in the order mentioned in the goals. The "Begin counting time when" is expected to work as a new counting out from its zero (or with a shift for penalty time if SLA is breached in the previous status) against a new goal of a new status and the previous counter is stopped as it's left in the left status.

Should anything else be added the the configuration to get such a scenario?

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