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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?

Accepted answers

All comments

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

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)

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