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Time to First Response SLA not working properly

Ahmed Hilal_d67tdc

I'm working as Jira administrator in my company, and we faced a problem after setting up a new holiday.

The problem is related mainly to "Time to first response" SLA, as it most of the time breach although the responsible teams act rapidly to all tickets -sometimes within 10 minutes-.

We tried to make a re-index for the affected projects, update the calendar and refresh the SLA, but we didn't succeed in fixing the problem.

Please let me know if there is any solution for this problem that we can try.

Accepted answers

All comments

Yong Yang

Hi @Ahmed Hilal

Welcome to our Community.

Could you please attach SLA configurations screenshots and a SLA breached ticket screenshot?

Thanks,

YY哥

Ahmed Hilal_d67tdc

Hi YY哥,

Breached Tickets Examples.jpg Time to first response SLA.jpg

Ahmed Hilal_d67tdc

Noted that, we've the SLA update icon all the time, that we can't handle or fix.

Vitaly_Berezovsky_SaaSJet

Hi @Ahmed Hilal

You can try our addon SLA Time and Report for Jira.

Steps to set up Time to First Response on our addon:

Time to First Response
Choose the project you want to monitor, period, amount of days, and refresh intervals:

After filling in the fields, click the “Save” button. As a result, you’ll get:

I hope I've helped you!

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings