JIRA Service Desk actual values accuracy

Question

Hello

Context : JIRA Service Desk 3.8.1  : JIRA Software 7.5.0

SLA configuration has already set (only settings without any code or script).

=> SLA : Start from Status A to Status X with a pause on a certain other status with goals (jql)

The question is : why the SLA gives sometimes a right actual value and sometimes a wrong actual value ?

And how to fix ? Any idea

Need help for this issue

Thanks

Equipe recette · Answer

Thanks for your help to understand the JIRA SD calculation

Qu3ntin · Answer

Not if the issue was created AND resolved outside the week work time. JIRA calculates the time within this calendar only.

In your excel, the ticket was created after 7:00PM and solve before 09:00AM of the next working day. So 0 second was spent in the work week calendar.

Equipe recette · Answer

The standard calendar setting is like the defalut setting 09:00AM-07:00PM. The only difference is holiday days added

But actual = 0 is very strange !