Old tickets keep showing up in the Time To Resolution report within the latest time range

Desna Yuanda

Hi Jira Community,

I recently updated the Time To Resolution SLA we had as shown in the screenshot below:

Then suddenly some old tickets are showing in the Time To Resolution report which makes the report does not match with the selected date range. Those old tickets have been resolved though.

Any idea of this case or maybe any misconfigurations? 

 

Thank you.

Desna

Angélica Luz

Hello @Desna Yuanda,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, we need more information about the report series. 

Can you please share with us how is the series set? 

Are you using a JQL to filter the issues that appear on the reports?

What was the change that you made on the SLA?

If you change the SLA back to what it was, does it work normally?

When an SLA is changed, it will be applied to all tickets that match the “Issues to display” and the time to resolution will stop when the resolution is set. So, even if a ticket was transitioned to status, for example, Closed or Resolved, but the resolution was empty, the SLA will keep counting until a resolution is added.

Kind regards,
Angélica