'Time to Resolution' display in Issues Queue - specific time vs rounded time

Question

Hi all,

Newbie to JSM here.

I've got two separate company-managed projects and all of the configurations that I can find are identical (as far as I can tell). The same workflow is being used by both, the SLAs are set up the same, and they have the same automations.

In the Issue Queue for each project, I've got the column 'Time to Resolution'. In Project A, it displays with precise time using the 'Due date centric' SLA format display (see screenshot 1). In Project B, it displays with rounded time using the same 'Due date centric' SLA format display (see screenshot 2). Notice the pause icon vs the clock icon. I don't know what I've done here. I want Project B to display precise time like Project A.

Despite the configurations for each project being as similar as I can make them, I'm sure I've missed something.

TIA for any advice.

Screenshot 1 (left), screenshot 2 (right).

Riley Hosking · Answer

Thanks for your quick response @Walter Buggenhout !

Are the triggers you're referring to under the 'conditions' section of the SLA configuration? Here are the screenshots from each project.

Project A:

Project B

I've also just realised that Project B has a Time to First Response SLA too, and Project A does not - can that interfere with this somehow? Screenshots below.

Thanks again!

Walter Buggenhout · Answer

Hi @Riley Hosking and welcome to the Community!

I cannot think of anything that might be wrong. When you configure an SLA, you set a couple of things:

* triggers to start and stop your SLA timer
* criteria to determine the target times to answer or resolve your tickets (e.g. high priority tickets should be answered within 1 hour, other tickets within 4 hours)
* one or more SLA calendars, which specifies your team's working hours.
* events or statuses that may pause your SLA timer

These settings are specific to each JSM project. The fact that on the right hand side you see a pause icon and a clock on the left, means that your SLA on the right is in a paused state. Most likely this is linked to the SLA calendar in that project or your ticket is in a status when you pause the SLA (e.g. waiting for customer).

I would expect that the time you see on the right hand side is being determined by the targets you (or someone) defined for that ticket. But that would only be possible to judge if you share your full configuration of the SLA and the time/date the tickets were created.

Hope this helps!