Old incidents appear in SLA reports

Question

I have set up reports to measure MTTR and % Met (vs Breached) of Incidents.  I run into a problem where the current day (e.g. today Oct 16) will show a handful of incidents that were Resolved and/or Closed months ago.  I don't see any activity, yet they continue to show up alongside the list of incidents that actually are resolved on "today" (today in quotes, because every day it's the same set of older tickets that show up)

Ken Zerkel_0prld8 · Answer

Thank you Tuncay.  Good suggestions - I will check those for sure, appreciate it!

Tuncay Senturk _Snapbytes_ · Answer

Hi @Ken Zerkel

Is this problem intermittent or still ongoing?

Inspecting the history of these affected incidents could reveal what is causing them to appear.

From the given input, I'd say that it sounds more like those old incidents are showing up because something is causing their date fields to update, making them appear as if they were resolved today. I recommend checking your report's JQL filters to ensure they're based on the correct date fields—like using resolutiondate instead of updated.

Also, I'd suggest to review any automations or workflows that might be modifying these incidents behind the scenes.