Settings of SLA for Time to Resolution --> "Resolution : Set" --- Not working as expected.

Vinay Dhuri

Hi Team,

ISSUE: 

I have set up SLA for "Time to Resolution" SLA and found that I am not able to getting the correct resolution Time. Even the issue gets resolved status, clock continues till it gets closed.

SETTINGS:

I have finish calculating the time as "Resolution : Set". 

 

QUERY:

1. Is there any other settings missing?

2. Second query is ---> Is "Resolution Set" act as a Super set of following status or I need to select these status individually to achieve this?

"Entered Status : Declined"

"Entered Status : Done"

"Entered Status : Resolved"

"Entered Status : Declined"

"Entered Status : Duplicate"

"Entered Status : Closed"

Aline_nfbrn8

Hi Vinay,

thank you for your questions. 

Jira identifies the resolution as set when the field "resolution" is filled out after a transition.

The best practices says that the resolution should be set on End-Status (Done - Category).

Once the issue life cycle is completed and the resolution is set, Jira will use the time the post-function (set resolution post-function) was set. 


In the service desk there is already a built-in "Time to Resolution" SLA. 

When you say the time is not correct, could you give us a concrete example ? 

Find more info about SLAs here : https://confluence.atlassian.com/servicedeskserver/setting-up-slas-939926373.html

and here some best practices for the field "resolution" : https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

Have a nice one & Cheers

A.