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Incorrect SLA measurement

ext_jepodola

Hi!

Looks like my "Time to resolution" SLA is not correct in the queue.

As per the SLA, there is a time goal of 48hs for Time to resolution:

However as you may see today is 15th of June, and an issue created in June 8th still has an 8 hour remaining time.

What can I do so that the queue shows the correct time to resolution for each issue?

Accepted answers

Dirk Ronsmans

Hi @ext_jepodola ,

Are you sure the screenshot shows the correct SLA configuration?

Your Time to resolution SLA seems to be on a pause state right now and in your configuration you don't have any pause conditions set.

Could you perhaps show a screenshot of all your SLA's? or atleast the name of the one you are configuring?

All comments

Dirk Ronsmans

Hi @ext_jepodola ,

Are you sure the screenshot shows the correct SLA configuration?

Your Time to resolution SLA seems to be on a pause state right now and in your configuration you don't have any pause conditions set.

Could you perhaps show a screenshot of all your SLA's? or atleast the name of the one you are configuring?

ext_jepodola

Hi @Dirk Ronsmans ,

Time to resolution is the only SLA in the project:

I don't understand why it is paused because as you well said I do not have any pause conditions.

Thanks!

ext_jepodola

Hi @Dirk Ronsmans ,

Somehow the queue has been updated and is now showing the correct remaining time set in the SLA. So problem fixed!

Thanks and regards

lisa.jackson

I am also currently seeing a pause status when no pause is set and seeing issues breach their SLAs when they have been responded to on time. I believe this is a glitch and am hoping it will fix itself and not affect my overall SLAs.

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