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Clear SLA manually?

Esther Strom

We have a fully-implemented service desk, with hundreds of tickets. We recently added a new SLA metric, but it's now showing that tickets that were created prior to that metric being implemented have breached that metric.

Is there any way for me (as a Jira site admin and service desk project admin) to manually mark this particular SLA metric as not breached for older tickets? We only want to see it on tickets that were created after the metric was added.

We have ScriptRunner, so if there's a way to do it via script, I can try that.

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Jack Brickey

You can change the sla goal filter to only include issue after the date you turn on the sla. Such as “createddate > 2020-01-01 and...

Esther Strom

Oh, that's a good idea. Don't know why I didn't think of that. I'll give it a shot, thanks!

Esther Strom

I think I must be doing something wrong; editing the SLA to include the date does not update the tickets that have already been marked as having breached. Here's what my SLA looks like; note that I've tried both created and createdDate with the same result:

And here's what my queue looks like. Based on created > 2020-01-01, none of these issues should be marked as breached, but all of them are. I realize that in the queue, I could use the create date as part of the filter to hide any issues that were created after the SLA was added, but that won't actually remove the breached flag, and it will still affect any reporting we do.

Jack Brickey

trying to consume this but don't have all the info to do so effectively, i.e. priorities of issues and the sla rules itself. Can you share that info?

I guess what you were not expecting are the last two issues (-65h and -72h) to be shown or are are some of the other issues not expected?

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