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"Time to SLA" app not resetting clock

Rowell

We have a requirement to reset an SLA at certain conditions so we subscribed into Time to SLA by Appfire cause they provide the functionality we need.

We've been running this for months now (it was fine) and yesterday it started to malfunction and our SLAs are not resetting on conditions we set.

Here are some of the details.

SLA Reset Condition

SLA Reset Condition.png

Ticket History - clearly hitting the conditions for reset. Based on my tests, the conditions are evaluated as 'OR' and not as 'AND'. Either way I did a test with single condition yet it still didn't reset.

Ticket History.png

Yet in SLA History, it didn't reset the clock and the SLA is still running. Not an entry pertaining to a reset.

SLA History.png

I already logged a ticket against them but I am not getting an immediate response or urgency so I take it into this community in case someone is also experiencing this in a wide-spread capacity or its's just my organization.

Either way I would appreciate any news or insights some might share. Thanks!

Accepted answers

All comments

Tuncay Senturk _Snapbytes_

Hi @Rowell

Could you please raise a ticket here?

The support team will respond and fix the problem immediately.

Thanks

Olha Onofriichuk_SaaSJet

Hi, @Rowell

Welcome to the community. I can recommend you to try another plugin if you have some troubles with the add-on you are using now. As I see, you have problems with resetting on conditions you set. The SLA Time and Report for Jira add-on can do this. So you can try this one.

Let me know, if you need help with setting up SLAs there.

Have a great week.

Regards, Olha

Rowell

Thanks Olha. I have evaluated this as well. Its just that it didn't suit our needs.

Tuncay Senturk _Snapbytes_

Hi @Rowell

Have you raised the ticket? I am one of the folks of Time to SLA and please let me know if the problem continues.

Rowell

I did. Your customer service confirmed its a bug. No ETA yet and no workaround either bug please, any help to speed this up would be appreciated.

Tuncay Senturk _Snapbytes_

I am on it. Thanks for your patience.

Olha Onofriichuk_SaaSJet

@Rowell Sure. Just wish you to solve your problem and continue working with no bugs. Good luck!

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