It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira Service Desk SLA clock problems

We have two SLAs, on called "Time to first response" which is set to 8 hours and the other being "Time to resolution" which is set to 80 hours. Those times being for our most common, medium priority tickets. We also have our business hours set to 9 am - 5 pm EST.

Recently we have had some strange issues with our SLA clocks. One example is this:

slas.jpgWe have also had instances where our sla clocks seem to have been continuing to run outside of our business hours. But both of these issues are intermittent. 

2 answers

1 accepted

0 votes
Answer accepted

Hi Victor,

Thank you for looking into this. It ended up being something that you could not have seen from these screenshots. The issue type, "Bugfix" was not one of the issue types defined by our SLA goals (it was a newly created issue type) so it was defaulting to some of the standard SLAs which are the 24 hrs to first response and 16 hrs to resolution.




According to the image attached, your TIME TO FIRST RESPONSE is 24hrs and NOT 8hrs as mentioned.

Again, TIME TO RESOLUTION shows that it's 16hrs and NOT 80hrs as mentioned.

Fix those 2 in your SLA and you should be good.


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,746 views 10 17
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you