Time still running on resolved tickets?

Question

We have about 17 tickets in our system that were resolved, but for some reason the timer is still going. Because of this, our SLA met vs Breached report is always off. Is there a way to finally stop these timers? The tickets were all originally resolved between December 27th 2017 and February 9th 2018. These weren't the only tickets created or resolved during this time.

Is there any way for me to simply stop the timer so our SLA met vs Breached report is accurate?

LarryBrock · Answer

Hi @Emma Nielson,

Have you had a chance to check this information out?

LarryBrock · Answer

Hi @Emma Nielson,

I believe that if you'll remove the issues from the "Stop" criteria, then return them to the "Stop" criteria, the timer will then stop.  Using Victor's screenshot above, what I see often is that the workflow does not require the "Resolution" value to be set so it gets left blank on an issue that's "Closed".  The empty "Resolution" field on the "Closed" issuse doesn't meet the "Stop" criteria and the timer keeps running.

Hope this answers the question and if it does, please click the checkmark next to my answer so others know the question has been answered as well as which answer helped you and may help them too.

cheers,
Larry Brock

Emma Nielson · Answer

Victor,

Yes, we do have that, however I only started here in May. If they had not indicated when the SLA should stop for those two months or so, but have now fixed that, would that explain why these tickets are doing this? If so, is there a way to fix them without opening the ticket up and re-resolving it?