Why does a new SLA start running on closed issues?

Question

We are working on setting up a new SLA for Issue Triage.

This wasn't formally in place previously so creating a new SLA in the Project.

The SLA is created as:

With the SLA created, it is getting assigned as running to issues that are closed and resolved and have passed the triage status.

Why would the SLA get assigned and be running?

David Harkins · Answer

Hi @Dirk Ronsmans

I updated the JQL to the following:

issuetype IN (Incident, Question, Task, Sub-Task) AND Organizations != EMPTY AND (status = new or status was Triaged )

this appears to be working better :-)

Dirk Ronsmans · Answer

Hey @David Harkins ,

You're right they shouldn't calculate against previously resolved tickets.

I do however see a lot of issues in your overview with a "Resolution = Unresolved" so those would still be affected imo.

The ones that do have a Resolution seem strange. I'll have to dig in to the documentation a bit more and test it on my own system to validate my assumption.

Does it work correctly for the new issues?

David Harkins · Answer

It is possible that issues were created before the Triage status was added, but my understanding is that the SLA would not be calculated for issues that have been resolved.

Do we need to filter out issues that have never been in a Triage Status?