Time to Resolution - not calulating for some work items

Question

Hello

Some TTRs are calculating.

Some are not. 
I can not find a pattern or resolution. 
I have post functions setup and setup SLAs for different priorities. 
Most of the searched advice I have tried.

Any clues please. Spent days on this problem.

Alina Kurinna _SaaSJet_ · Answer

Hi  @Steve Farrand

It’s frustrating when some SLAs or Time to Resolution (TTR) values calculate correctly and others don’t – especially without a clear pattern. You’ve mentioned trying most of the common solutions, so let’s walk through a few advanced checks that might help uncover the issue:

* Double-check that all your issue types, statuses, and priorities are correctly covered in your SLA goals.
* If a Start or Stop condition doesn’t match the issue, the timer won’t run.
* Ensure the posts that trigger status changes are actually firing correctly.
* If you use custom statuses or screens, check that transitions aren't blocked or misconfigured.
* Sometimes SLAs fail to calculate if an issue lacks required fields (e.g., Resolution).
* Verify if custom fields used in the SLA rules are populated and visible.
* Make sure the calendar applied to your SLA is active and correctly configured (business hours, timezone, etc.).

Here’s a more flexible option: you can use Atlassian Marketplace apps like SLA Time and Report.

It helps you:

* Instantly see why a specific SLA didn’t start, stop, or calculate
* Create multiple SLA timers per issue (e.g., by priority, service, assignee group)
* Use JQL-based conditions and custom calendars for precision
* Monitor which SLAs were met or exceeded and export reports for audits

We’ve seen many users switch to this app when native SLAs became too opaque or inconsistent – especially in complex workflows.

Happy to help you troubleshoot further or show how our app could clarify your SLA behavior (you can book a 1:1 demo with our Product Manager). Hope this helps, and don’t hesitate to reply!

Marc -Devoteam- · Answer

Hi @Steve Farrand

As @Alex Koxaras -Relational- mentions, what are the goals you defined in the referenced Time to Resolution SLA?

Alex Koxaras -Relational- · Answer

Hi @Steve Farrand

It would be helpful if you could share with the community your SLAs setup.