Recalculating SLAs after changing priority in closed ISSUES

Musienko Anton

Hello,

We used CLOUD and start look at SLAs with our clients and as manager I see that when issue is closed changing priority of issue don`t do anything with SLAs time.

Early I used sending post request to recalculate (such as rest/servicedesk/1/servicedesk/sla/admin/task/destructive/reconstruct?force=true )

But I try to do it today and see that time of SLAs don`t changed.

Case is:

Issue create automatic, engineer look, work with it and change statuses to Finish. But he forgot to choose Priority (such as Critical, Middle, Low etc) and for each Priority we have different time for reaction - so we see not accurate data in SLAs reports.

Question:

How we could recalculate SLAs for closed ISSUES

Lisa Förstberg_ov9lib

Hi there, 

In my experience the SLAs on issues that have completed its SLA cycle (reached the "finish" condition) are NOT recalculated because you change the JQLs of the goals or change the fields on the issue. An issue with a closed SLA cycle should not backtrack  it's SLA calculations to match its current condition.

The logic behind this is that a team should continuously work with changing their goals without the risk of affecting historical success rates. At the time of SLA cycle finish the issue was in priority Low so the only fair SLA would be goal associated with Prio Low. 

For example:

Month 1 the team set a goal of 4h response time om medium priority Incidents. The team managed to have a 100% successful SLA goal during the month and decides to change the goal to 2h response time in month 2. Changing this goal should not affect the issues from month 1, neither should changing any of the conditions on the issue affect the calculated SLA.

I recommend to ensure the fields needed to calculate the correct SLA goals are validated as early as possible in the lifecycle of an issue. 

br

Lisa