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

Time to Resolution only shows sometimes in Queues

Time to Resolution only displays sometimes in Queue

Here's Resolved issues

Resolved_TimeToResolution.png

And here are the Closed Issues

Closed_TimeToResolution.pngAnd the SLA 

SLA_TimeToResolution.pngI don't understand why the Time to Resolution only shows up sometimes.  If it didn't show at all, I would have suspected that I had an incorrect configuration. 

 

 

1 answer

Hi @Rajiv Balsavar 

Do all those requests have an issue type = support

That would be one possible reason for not working for some. 

 

-Mike

Yes - all these issues are "Support" - thanks

I also tried "Support" and "support" if this was case-senstive

Hi @Rajiv Balsavar 

Okay, firstly your screenshot SLA is showing Time to Resolution and the rule is not going to calculate time when your request is IN PROGRESS - why do you have that?

Surely you want to know how much time is remaining while a request is IN PROGRESS to gauge how long a task is taking. If you rule out that option, In Pending or Waiting for Customer then there is nothing left to monitor. 

I think that is the problem. Remove the rule Status: In Progress and test. 

-Mike

 

 

 

-Mike

@Mike Bowen - "In Progress" is used when a Jira ticket is triggered and work is being done in (say) software changes.  I do want the timer paused at this time since there is another timer on the Jira ticket.  After the Jira ticket is closed, the Service Desk ticket is then changed back to Waiting for Support and the ticket progresses.  Just so you know, we have another project with the SLAs calculated in the same way and has no problem calculating the Time to Resolution.

My plan is to do a side-by-side comparison of the two projects in case there's some small detail I missed

Hi @Rajiv Balsavar 

Side by side, that would be a good idea as you have something to benchmark it off. 

 

-Mike

Suggest an answer

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

ANNOUNCING: Early access ITSM features in Jira Service Desk

Meet the new and improved IT service management template for Jira Service Desk! Here are a few of the powerful features ready and waiting for you: Better focus on ITSM - clear ticket categories...

831 views 12 20
Read article

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