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Missing some SLA measurements in a project

Tomáš Zikmund

Hi guys,

we are experiencing wierd situation when some tickets in a project doesn't display SLA although it is properly seted up. All the tickets in the project share the same workflow and the same SLA metrics. Some of them have "Time to resolution" SLA displayed, some of them not. I can't findout where is the problem. Any hints?

Thanks a lot for your your opinions.

Accepted answers

All comments

Jack Brickey

The first question based upon images - Are all issues of typed Incident? Your SLA is only set up for that issuetype.

Tomáš Zikmund

Yes, i forgot to mention it, all of them are incidents.

Jack Brickey

Do you have any addons installed? I have seen this occur when there are compatibility issues with addons.

the other thing to look at is the history and transition tabs of two issues, one that displays and one that does not. Look for any differences that might explain the cause. I’m assuming they all go thru the initial start status?

Tomáš Zikmund

I did research of tickets history, tried to find some clues but found nothing unusual. All of these tickets has initial start status. I also tried to create a new ticket and go trhough step by step as it is in original ticket history which doesn't display the SLA. This simulated ticket displayed SLA properly.

Bellow is screen of our installed add-ons.

Scott Theus

Do you know the time to resolution on the issues that are not displaying the SLA? All of the issues with SLAs in your screen shot are within limits; It would be interesting to know if the issues without SLAs went over.

-Scott

Jack Brickey

i would assume that the sla timer is not showing in the view issue screen as well but certainly that should be checked since it is but an assumption. :-)

Tomáš Zikmund

Yes, the tickets are closed without SLA breached

Walter Buggenhout

Did you have tickets in your Service Desk that were closed before you configured the SLA?

Another possible cause is that some were closed already before you introduced the SLA. And SLA only gets (re)calculated for open issues.

Tomáš Zikmund

It looks like i got some progress. I thought earlier that i moved the issue into initial state and tried to go through the workflow again, but i noticed that i moved them only to state "Otevřený" (open) which is state where should start Time to resolution SLA. So i changed the workflow again and moved the issue into initial state "Nový" (new) and when i swiched the issue to state "Otevřený" (open) the Time to resolution SLA appeared. This works also with other issues. The question is how this happen?

Brittany Wispell

That was going to be my second suggestion after seeing the workflow! Great response. The only thing is, the dates are not consistent with this theory.

Tomáš Zikmund

SLA was seted up before we started using the JIRA service desk.

Tomáš Zikmund

But the SLA timer begun counting from this point regardless of the history of the ticket

Jack Brickey

Given all the latest info here is my theory and recommendations.

Theory: somehow,e.g. workflow change or bulk move, certain issues changed status without going thru the start trigger so they simply never met the criteria to start counting. At this point I’m not sure it is worthwhile beating your head over figuring it out

Recommendation: run like this for a few days where new issues run the full WF cycle. Monitor each new issue as it moves from New to Open to ensure SLA starts. If it doesn’t then we should be able to zero in on the cause when it occurs. If all SLA start then let it be.

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