SLAs for imported tickets

Dept

We have been using JIRA Service Desk since the first release and are now running 2.3.5.  When we first started using Service Desk we imported tickets via CSV with their created and resolved dates set correctly from our original issue tracking system.  We have only recently become interested in SLAs but are facing a problem with these imported tickets.

Essentially the SLA timers keep running on all imported tickets, including those which were imported as Resolved.  We have several thousand imported tickets and so it is significantly skewing our statistics.

I believe our problem is that a SLA timer will only occur on an event, such as "Entered Status: Resolved".  These events haven't happened for imported tickets, how can we fix this so that our SLAs become meaningful?

teilor_soares

Is hard to tell exactly how to solve your problem without seeing the tickets you imported and the configurations you have to calculate SLAs, but I think this problems is happening because this tickets never fired the action which stops the SLA time.

If you reopen one of this tickets and close it again, it will the SLA counter stop? And if the reporter add a new comment to the ticket?

One possible solution to this problem would be a bulk edit in this tickets do fire the action which stops the SLA counter.

We already have a bug report regarding this odd behavior in https://jira.atlassian.com/browse/JSD-1221

If you need to share you configurations to achieve this bulk edit (if possible), I would recommend to you to open a ticket in our support channel.

 

Cheers!
Regards