SLA is not calculated on all issues

Question

We have been faced with weird problems. Although all issues have a specific state, but some issues are not calculated. No matter what state is even two issues are same in in database but ,one of them has been calculated and the other is not. I am sure issue should meet  start and stop condition ,but  for some issues are not true. We have checked the database in details to find what change has been happend,but we have not had  much more success to find any clue yet

Ismael Jimoh · Answer

Hi @Saleh Houshangi

The described behaviour is quite weird. If issues are created before the SLA was created so long as they were not in the closed state they are meant to show you the SLA.

Edit the SLA and revert it back to force a recalculation. The issue however is that if the issues are already closed before you created the SLA then this will not work.

Can you share a screenshot of issues where your SLA work and include both the created and resolved dates.

Also show the resolution field.

thanks.

Saleh Houshangi · Answer

Thank's for reply Ismael.be honestly this problem is little sophisticated.If I want tell you our problem in a scenario:we have thousands issues have been created in a project. Each of them depend on its workflow has type of state for example resolved issue has close state or waiting for customer relationship. When I want to calculate SLA , I choose start point as created issue and stop point as close state. When SLA is calculated  some issues with close state have not been calculated despite it has close state in workflow. I dont know why all issue with same state  and same type has diffrent manner.

Ismael Jimoh · Answer

Hi Saleh

Werw these issues created before the DLA was created? Issues that are already completed before an SLA is created do not automatically get the SLA to my knowledge.

If you can confirm and clarify this and what the difference between issues with the working SLA and those without, it’ll help identify the issue here.