SLAs that previously ended have started counting again

Question

As of this morning, SLA "Time to resolution" has begun ticking down again on all of my resolved tickets across all 5 of my projects, all of the tickets (200 or so in one project) that have now breached SLA are being shown by reports as having been breached today. No configuration has been changed, and I can't find an explanation for this behaviour. Does anyone know what could cause this?

Angélica Luz · Answer

Hi Scott,

Thank you for the details.
I believe that the best option, in this case, is to open a ticket with our support, since we will have to access your instance if you allow in order to see the affected tickets and the SLA configuration. Also, we need to check why the SLA is not appearing on old tickets.
I've opened a ticket on your behalf and soon we will contact you.

Regards,
Angélica

Loona Richmond · Answer

Hi Angelica,

The tickets are on the same status. They've not changed.

No configuration changes were made.

There are two pieces of automation that trigger status changes. One is an automated move between statuses 'waiting for customer' and 'waiting for support' when messages have been sent. The other is a transition to 'inactive' after a ticket was on the status 'waiting for customer' for a certain period of time. Neither of those would have any effect on the tickets we'd already resolved.

The only add-on installed is 'JIRA Toolkit Plugin'.

The SLA starts when a ticket is created or the resolution is cleared, neither of which has happened to these tickets. Many of them have not been modified in weeks.

I've now modified the SLA configuration to stop when a ticket transitions to 'resolved' rather than just having a resolution set. It seems to be working with our new tickets, but the tickets that exhibited this problematic behaviour no longer display the SLA as a result of that configuration change.

Angélica Luz · Answer

Hi Scott,

For an SLA to start counting again, a new cycle must have started.
Are this issues on the same status that it was previously?
Was there any change on the configuration on the SLA?
Is there any automation that triggers a change on the status? 
Have you or your team installed some add-on that may have triggered some change on the tickets?
Can you check on the ticket history the last changes on the ticket and confirm if the trigger exists on the "Start" on the SLA?

Regards,
Angélica