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SLA clock is not stopping after closing the ticket

Sapna Sharma

After resolving the ticket, the SLA clock is not stopping although after changing in sla it is stoped for few minutes after that it again running continuously .

Pls suggest some solution

This ticket is closed on time ,but SLA clock is still running.

pls suggest some solution for this Xerox Sd.PNG

Accepted answers

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Iago Docando

Check the definition you've made for the start/stop triggers in https://<JIRA_URL>/servicedesk/admin/<PROJECT-KEY>/sla/custom

There's not much more anyone can suggest with the information at hand.

Dirk Ronsmans

Can you indeed share with us your SLA configuration?

Mainly the conditions would be helpful. Out of the box the Time To Resolution is stoppend when the "Resolution" field is set.

I can suggest that you double check on those tickets if that is indeed set.

Iago Docando

That's actually a great assumption. I would bet the problem is the resolution not being set when the issue is transitioned to a "resolved" status.

Jack Brickey

Certainly the first thing to check. There was a bug about 2y back where this was indeed happening on occasion but that was long since corrected.

Sapna Sharma

in the attached snapshot the ticket has already met the SLA but the clock still running pls suggest

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