SLA not stopping on comment for customer

[Ipsen Logistics]

Hello community!

We set up a SLA that should stop on a comment for a Service desk customer.

This does not work and we do not have a clue why (Service targets are disabled [Ziel] in the screenshot. But even with targets defined it is not working).

When a issue is created the corresponding SLA time is started correctly. So I assume the Targets are ok.

Any idea?

Thanks in advance & best regards,

AK

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Confluence Server 6.0.2

[Jack Brickey]

A screenshot of your SLA will definitely help. Note, there is a current bug outstanding (JSDCLOUD-5686) associated with SLAs not stopping but before we jump to conclusions let’s have a look into the details of your specific issue. 

[Ipsen Logistics]

We are working with the server version. And it happens to all new created issues regarding the type specified in the SLA Definition.

Any further ideas?

[Jack Brickey]

how about we start by simplifying the SLA and see if we can get it to stop or create a new one as a test. leave everything else off and simply have 

Start when Vorgang erstellt

Stop on kommentar: Fur Kunden

[Ipsen Logistics]

This seems to be the solution: I started over. Now it works ...

[H K]

Maybe a screenshot of your SLA settings could help to evaluate your problem.

[H K]

Hi @Ipsen Logistics,

thank your for the screenshot. What catches my attention is that you do not have set the time target (column "Ziel") of your issues. Have you tried to set a value to each of your required conditions? Without that SD is not able to measure the time.

[Ipsen Logistics]

Hello Heike,

as mentioned above: It was configured and it is not working with "Ziel" defined. We deleted it for the Moment until we get it to work.