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SLA doesnt work properly

Oscar Javier Ramirez

I'm trying to understand why sometimes the SLA doesn't stop even when the rule has been triggered correctly

What I'm doing wrong?

As you can see, the rule just say that SLA should be stopped when the status will be "Declined". "To do" or "Resolution: Set"

Not always is working.. why?

Screen Shot 2018-02-15 at 10.55.06 AM.png

Screen Shot 2018-02-15 at 11.05.14 AM.png

Thanks for your help

Accepted answers

Brittany Wispell

Hi @Oscar Javier Ramirez

Is the SLA not working on any specific issuetype you have listed? Or is it all of them?

And each of those issuetypes are using the same workflow?

If it is an issue with a specific issuetype, I would suggest updating your JQL to

issuetype in ("Issuetype","Issuetype","Issuetype")

Hopefully this helps some.

All comments

Brittany Wispell

Hi @Oscar Javier Ramirez

Is the SLA not working on any specific issuetype you have listed? Or is it all of them?

And each of those issuetypes are using the same workflow?

If it is an issue with a specific issuetype, I would suggest updating your JQL to

issuetype in ("Issuetype","Issuetype","Issuetype")

Hopefully this helps some.

Oscar Javier Ramirez

Hello!

Thank for your help!.

1. The workflow is the same for 2 of these issuetypes, the another is different. If I use differents workflows on the same SLA, it would bring issues?

2. it has happened with all the issuetypes I have listed

3. Im going to try with the JQL you have suggested...

Have you experienced this kind of things? It's annoying because in my company we take this data for measure quality of service and when the sla is not working, we must come back manually on the workflow trying trigger again

Oscar Javier Ramirez

Look this example. Event though the ticket has reached "Done" status, the SLA its still actve.

Screen Shot 2018-02-15 at 5.50.27 PM.png

(I tried this test after your suggestion with issuetype in("issuetype","issuetype","issuetype")

Oscar Javier Ramirez

The "pause" was due I tried this out-of-office hours

Brittany Wispell

Hey @Oscar Javier Ramirez are you referring to the FYP: Resolucion Total SLA ?

The SLA you provided earlier was FYP: Primera Respuesta and that shows as completed below in your 3rd image.

If you could send a screenshot of the rule behind the SLA of FYP: Resolucion Total that would be helpful.

Oscar Javier Ramirez

Hi @Brittany Wispell

Yes, the issue is happenning with any SLA but is not always! So this makes me crazy. Here's the rule for "FYP: Resolucion Total"

Screen Shot 2018-02-16 at 6.59.07 AM.png

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