SLA clock (Response and Time to resolution) does not work

[Nidhi Prasad]

Customer Description

The SLA clocks do not seem to work for tickets. 

The clocks seem to be right for the new few tickets that are being logged in.
However, for most of the tickets, the sla time seems to be not working and appear blank.
Has anybody experienced such an issue and how could we possibly correct it?

[Cristian Ionescu]

Those ticket are created in April last Year. When have you implemented the SLA?

[Nidhi Prasad]

Yes, the SLAs were already implemented by then. 

[Cristian Ionescu]

If you open a new ticket with the same condition the SLA will be visible?

[Nidhi Prasad]

(deleted screenshot)

[Nidhi Prasad]

As you see in the above screenshot, one the newly created tickets have the response time. other tickets created around the same time have no SLAs. The customer domain is in a different query which follows the exact sequence as the one listed earlier.

[Cristian Ionescu]

SUP-18125 is Severity 3 not 2 as you have defined in JQL for SLA.

[Nidhi Prasad]

Yes, you are right. 
However, this customer domain is listed with Sev 3 on a different query which follows the same sequence as the one listed earlier. 

And as you can see, only one of the many issues have their sla running and the others are blank. 

[Cristian Ionescu]

If everything is set allright i think you may contact Atlassian Support.

[Nidhi Prasad]

Alright. Thanks. 

[Cristian Ionescu]

HI Nidhi,

Could you upload a printscreen with the SLA conditions?

[Nidhi Prasad]

(Deleted screenshot)

[Nidhi Prasad]

We want our SLAs to start when the issue is created and pause every time we have set a comment to our customer.

However, many of the new tickets logged in have the SLAs as blank. 

[Cristian Ionescu]

Your SLA start when Issue is created and Stop when a Customer Commnet.

So if you have a couple o issues old that the SLA will not apply to them.

The SLA will work only for the new issues not for the old one( Open befor the SLA was implemente due the fact that you have the Start on Issue Created)

[Cristian Ionescu]

Can you please send me a full printscren of the conditions so I can see the JQL?

[Nidhi Prasad]

Yes, I agree that SLAs would not work for the old issues. 
However, even some of the new issues have blank SLAs. 
Not sure what is wrong with the new tickets 

[Nidhi Prasad]

(deleted screenshot)

[Cristian Ionescu]

The new issues that are opened have Customer Domain != from the ones that are in JQL?

[Nidhi Prasad]

Yes, the issues could be from any of the customer domain / customer name text field listed with the type being everything but improvement and of sev 2

[Cristian Ionescu]

If the Ticket is:

Severity = 2

Type is different from Improvement 

and Customer domain in the value list from above 

It should work perfectly.

Can you please send a print screen o a issue that do not have SLA and meet all the conditions?

[Nidhi Prasad]