Quick question here:
I have configured the Time to First Response SLA like this:
The report shows that the SLA of a particular ticket was breached on Jan 23rd, but in fact, the agent changed the status of that ticket to Under Analysis on Jan 16th.
According to the SLA configs, should report show that this ticket SLA was breached on Jan 16th?
Thank you in advanced for your time.
When it comes to determining if an issue has breached an SLA metric only the last cycle for that metric is taken into account.
For example, let's say you have an SLA for every agent response. An agent responded 3 times in an issue. The first two responses have exceeded the target time but the third one did not. And so Jira will consider that this issue has met its SLA for this metric, because the last response was on time.
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