SO we have a an SLA in place for client feedback, that once a ticket is marked as resolved and if no feedback after 3 days then the ticket gets moved into closed. how ever we seeing a number of issues as follows: we are unsure of what we are missing, the SLA works fine for other statuses, it seems on the status above is causing the issue. Any assistance would be appreciated.

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Jira 7.5 Service desk SLA not transitioning

Irshad Sheik

SO we have a an SLA in place for client feedback, that once a ticket is marked as resolved and if no feedback after 3 days then the ticket gets moved into closed.

how ever we seeing a number of issues as follows:

Jira SLA issue.png we are unsure of what we are missing, the SLA works fine for other statuses, it seems on the status above is causing the issue. Any assistance would be appreciated.

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Patricia Francezi_iDev_

Hi @Irshad Sheik

Is it possible to you to share the SLA configuration snapshot?

Per the first snapshot, sounds like the SLA is not stopping due to the lack of "Comment for customers", but I not sure.

You can also select this status in the "Run stops" column in your SLA.

Irshad Sheik

apologies for the delay, it has been rather crazy my side, below is SLA screenshot as requested

SLA Client confirmation.png

Patricia Francezi_iDev_

Hi @Irshad Sheik

Your SLA is miss configured considering your goals.

It starts when the Status "Account Manager - Resolved" is selected, and will stop ONLY if the new status is Closed or comment by customer.

The resolution: cleared means that the "Complete" resolution, right bellow the issue status, if its taken off to stop counting.

So, if you need to stop the SLA when resolution is set to Complete, you need to select the "Resolution: Set" option in the "Stop" column.

The clock is still running because the customer didnt comment the issue, nor the Resolution was cleared, nor the status was set to closed.

I hope this helps you!

Irshad Sheik

i forgot to mention that we are using the following automation:

so the issue is being marked as resolved, the SLA is completing but then the transition is taking place to move it once the timer has reached its set time.

the SLA works for other instances, except the example above initially logged

Irshad Sheik

Hi guys

so what we found after some digging, the agent/user was actually resolving the ticket, then commenting, which as per our rules should have moved the ticket back to 'in progress'. however it remained counting for the client confirmation SLA because in the automation we have a rule that only if customer is not agent should it move and so this conflict caused the limbo state.

I have since asked the user to comment before resolving.

thanks @Patricia Francezi_iDev_ for the assistance.

Regards

Irshad

Patricia Francezi_iDev_

weird that i post to you the foundation of the agent as a customer, and it didnt showed here.

just for your info:

https://confluence.atlassian.com/jirakb/service-desk-agents-will-be-treated-as-customers-by-jira-service-desk-970264344.html

Patricia Francezi_iDev_

Glad to help you @Irshad Sheik

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