We have a list of SLAs in our system based on issuetype, priority and an insight field with the type of SLA that was sold to the customer (silver, gold, platinum.
When we create a new issue, we see the SLA is matched and the remaining time is set according to the SLA.
At some point the agent changes the status of the issue to a Stop status for "time to first response". Meaning the time to first response is met.
Then next the customer adds a comment to the issue, and at that point the SLA shows that it matches All remaining issues. For some reason the proper SLA can not be found anymore.
Of course this is not correct as it should still match based on issuetype, priority and the customer SLA field.
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 & ...
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