Time To SLA - UI/Report discrepancy

[SIEM]

Greetings,

We have encountered an issue with the Time to SLA plugin in JIRA where there is a discrepancy between what is displayed in the UI and what is shown in the dedicated reporting of this plugin. Our SLA is configured such that when a user assigns a ticket to themselves within the expected time frame, the SLA is considered met and should not display a breach. However, we have observed that even though a closed ticket appears as "SUCCEED" according to our SLA settings in the UI, the same ticket might show a status of "EXCEED" when using the report or API to retrieve its status.

It is highly likely that this issue arises due to a missing endDate_timestamp (for tickets where this error occurs, this metric is mysteriously blank when using the API). Since it is crucial for us that this metric is always 100% accurate in both the UI and reporting, we need to resolve this issue.

If it cannot be resolved, unfortunately, we will have to consider other solutions.

Thank you for any help.

Screenshot1 - Breached SLAs report 

Screenshot2 - The same Incident in the UI 

[František Špaček _MoroSystems_ · Accepted solution]

Hi @SIEM

for such issues its always best to raise a support request directly to the vendor of a plugin. These community forums can sometimes help with 3rd party apps and plugins, but vendors do not usually answer questions here. You can always find support information directly on the app page on marketplace: https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=cloud&tab=support.

Have a nice day!

[SIEM]

Thank you for your fast reply, we have proceeded as you suggested.

Have a nice day.