JIRA Service Desk actual values accuracy

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Hello

Context : JIRA Service Desk 3.8.1  : JIRA Software 7.5.0

SLA configuration has already set (only settings without any code or script).

=> SLA : Start from Status A to Status X with a pause on a certain other status with goals (jql)

The question is : why the SLA gives sometimes a right actual value and sometimes a wrong actual value ?

And how to fix ? Any idea 

Need help for this issue

Thanks

[Qu3ntin]

Hi, 

For the SLA behavior - when I edited them, I had the following issue :

• Some of the created issue before the SLA modification needed to be updated (transition, summary or anything) to update the SLA as well. 

If there is no editing on the SLA, I think you need to check the JQL.

To help you further, a screenshot of the actual configuration could be good.

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Please find sceenshot for the 3 SLA setting and some SLA calculation result 

thanks for help

[Qu3ntin]

Hi,

Regarding the difference I will bet on the calendar. What is the configuration of uour "Standard" calendar.

I think it ends at 17:00, that would match with the difference.

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The standard calendar setting is like the defalut setting 09:00AM-07:00PM. The only difference is holiday days added

But actual = 0 is very strange !

[Qu3ntin]

Not if the issue was created AND resolved outside the week work time. JIRA calculates the time within this calendar only.

In your excel, the ticket was created after 7:00PM and solve before 09:00AM of the next working day. So 0 second was spent in the work week calendar.

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Thanks for your help to understand the JIRA SD calculation