Time to resolution continues if ticket is auto-closes.

[mohan_pawar]

Hey Team,

If a ticket in the JIRA project is auto-closed, the time to resolution statistic keeps running, which causes it to keep showing up in the active queue.

Screenshot is attached for reference. 

May I know why this is happening? How can we tackle this issue.

Thank you.

Best Regards,
Mohan

[Nic Brough -Adaptavist- · Accepted solution]

I suspect your "auto close" function is not setting a resolution when it kicks in.

The "time to resolution" is usually counted against when the resolution gets set.

[mohan_pawar]

Right. I still do see the same tickets are in queue even when the status is resolved which seems weird.

[mohan_pawar]

I have the below conditions,

Start counting time when Issue created, Resolution cleared

Pause counting time when Status: Pending, Status: Waiting for customer

Stop counting time when Entered status: Closed, Entered status: Done, Entered status: Resolved

But, still I see the previously closed status tickets in the queue. Anytime you could recommend. Thank you.

[Jack Brickey]

Hi @mohan_pawar , welcome to the community.

To be able to better assess what is going on I would like to see your SLA configuration. You should look at what causes the SLA to stop and understand what is it about the auto-close that does not meet that configuration rule.

[mohan_pawar]

Thank you for your quick response. 

[Pramodh M]

Hi @mohan_pawar 

Welcome to the community!!

Stop time configuration is not set correctly

In SLA section configure the stop time when issue is set to closed status or issue is resolved

This will solve the problem

Thanks,

Pramodh

[mohan_pawar]

Thanks. I tried that. It stopped the timer. But, the tasks are still in queue.

[Pramodh M]

Where did you miss the "issue is resolved" part?

Anyways good that the issue is resolved!!