nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

JSD Cloud - SLA "Time to first response" not stopping

Przemysław Wójtowicz

I have a problem with SLA.

Ticket is on status Resolved but SLA "Time to first response" still counting...

Example ticket

Accepted answers

All comments

Callum Carlile _Automation Consultants_

Hi @Przemysław Wójtowicz A couple of things to check:

Refresh the page - the SLA does not always change right before your eyes, and the page may need a refresh to show the update
Each SLA has it's own separate conditions, and it's own start/stop/pause options. I see that you have 3 SLAs for that issue, so double check that the Time to First Response SLA is correctly configured with the conditions configured in your screenshot above.
Make sure that the jql filter linked to the SLA is correctly configured so that the SLA is being applied to the correct issues

Przemysław Wójtowicz

Callum Carlile _Automation Consultants_

@Przemysław Wójtowicz Is the 'Issues to display (in JQL)' filter set correctly for that request type?

On a side note, seeing as the JQL filter for the top two Time Goals is exactly the same, the 15m Time Goal will never be used - as the issues are checked against the list from top to bottom and are assigned a time goal based on the first matching JQL, all issues with that JQL will have a time goal of 1h

Przemysław Wójtowicz

ok, but I have an other problems

hmm I have a 24 tickets with this problems (different request type, different create time)

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-service-desk-cloud