Inconsistent Stop SLA clock condition

Dominik Kaźmierski

Hello Atlassian Community!
I set up SLA clock for Service Desk but it seems not to work correctly.

Start and pause conditions are working fine, but there is an issue when it comes to the stop condition.

Clock should be stopped on statuses: completed, canceled or closed.

 

But it works correctly only on tickets with Closed status.

 

 

On the rest of the statuses the clock disappears completely.

Canceled:

Completed:

 

And because of that it isn't available on the SLA breach report and we can't filter out issues by the breach.

Did I configure something incorrectly or is it some kind of a bug?

I hope that my post isn't incomprehensible because of language of our system.

Christopher Yen

Hi @Dominik Kaźmierski 

How does your workflow work between complete and closed? I can't tell exactly what needs to be modified to fix your SLA finish condition but I can share how my SLAs are configured which may be similar to yours except we don't have a cancelled status. We only use the resolve status and then a resolution code to further classify whether it was cancelled, fixed by vendor, etc. and then we use an automation rule to mark it as closed after a few days. For us the time to resolution conditions setup like below have worked.

 

it does seem a little odd that it disappears, does the goals section happen to have any statuses set in the JQL's that might be removing the issue from the goal?