nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Resolved/Done issues sudden breaches after long time

Fuji_fejwkd

Why does resolved / Done tickets suddenly breach within our perfectly normal working SLA?

Normally it functions good, but after 6-12 month, some of our old resolved issues comes up as breached on current day, and keeps staying on current day with time passing.

Last time this happen (6-12 month ago), I refreshed the tickets by opening and resolving issues again, but then current report will look like we finished much more than we actually did that sprint.
But at least the breached tickets disappear. Its just annoying that this as happen several times, so now I want to find the root problem.

I cannot see any pattern?

Both Time to first Response and Time to Resolution have problems with old tickets suddenly breaching with thousands of hours.

Our report (Pic. below)

Screenshot 2024-06-14 145647.png

Screenshot 2024-06-14 145844.png

An example of one of the breached issues that suddenly is breached on current day on the report, that has status resolved and resolution "Done" (pic. below)

Jira communicty billede.png

Our SLA - Time to Resolution (2 pics. below)

Screenshot 2024-06-14 151216.png

Screenshot 2024-06-14 151226.png

Workflow (pic below)
Screenshot 2024-06-14 150618.png

Kind regards,
Fuji

Accepted answers

All comments

Ash Yadav

Hi @Fuji

The only thing I can't gauge from the data you've provided is whether or not the resolution has been set. That's one of the conditions for the SLA clock to stop it seems.

I've seen cases where users who designed custom workflows, missed setting the resolution on screen, and it results in "Resolved" issues with the resolution as "Unresolved"

KR,

Ash

Fuji_fejwkd

Thank you for your answer.

But if the result would be "Resolved" issues with the resolution as "unsolved", wouldn't it show on upper right side of the ticket (as shown in the 2. picture example up in the description^^)?

Where do I see if I missed the resolution on screen?

If I look on screen, I can't seem to find it.

Skærmbillede 2024-06-18 124534.png

It has not anything to do with post transitions?

Skærmbillede 2024-06-18 130018.png

Ash Yadav

Try using a JQL search to filter issues that are in "Resolved" or "Closed" status with a resolution of "unresolved".

This should at least show you if anything matches that theory, if it does, you have your answer if the issues that are breaching and both match the JQL appear.

BTW if you move to resolve an issue, are you presented with an option to choose a resolution?

KR,

Ash

Vitaly_Berezovsky_SaaSJet

Hi @Fuji

Try our SLA Time and Report add-on for Jira with SLA Chart Reports.

How it works:

You can get a helicopter view of necessary issues’ SLA statuses using graph reports at SLA Time and Reports. Just click the icon at the left top bar.

You can view data by using 3 kinds of chart views:

Pie Chart (SLA Met/In Progress/Exceeded)
Line Graphs (SLA Met & Exceeded)
SLA Met vs Exceeded per Assignee

SLA Met & Exceeded issues

Line Graph of SLA Met & Exceeded issues — shows dynamic and statistic data of met and exceeded issues for SLA config’s goals.

The chart shows detailed information about the number of issues that have met and exceeded SLA goals. Also, you can exclude SLA goals to view chart data without them. If SLA Config has more than one SLA goal, the data will be displayed about each one.

For this type of report you can select the frequency of splitting data on the chart: daily, weekly, or monthly.

We have a 30-day free trial period. Try SLA Time and Report for Jira today!

Fuji_fejwkd

I try the filtering with status of closed and resolution. But could not find anything.

CLOSED (below)

Some tickets came up, but it is not the same as the one that are breached. At some point we used the "close" status, but does not anymore.
Screenshot 2024-06-24 141418.png

Resolved (Below)
Screenshot 2024-06-24 141244.png

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk-cloud

jira-service-management-cloud

jira-service-management