Resolved/Done issues sudden breaches after long time

[Fuji]

Why does resolved / Done tickets suddenly breach within our perfectly normal working SLA?

Normally it functions good, but after 6-12 month, some of our old resolved issues comes up as breached on current day, and keeps staying on current day with time passing. 

Last time this happen (6-12 month ago), I refreshed the tickets by opening and resolving issues again, but then current report will look like we finished much more than we actually did that sprint.
But at least the breached tickets disappear. Its just annoying that this as happen several times, so now I want to find the root problem.

I cannot see any pattern?

Both Time to first Response and Time to Resolution have problems with old tickets suddenly breaching with thousands of hours.

Our report (Pic. below)

An example of one of the breached issues that suddenly is breached on current day on the report, that has status resolved and resolution "Done" (pic. below)

Our SLA - Time to Resolution (2 pics. below)

Workflow (pic below)



Kind regards,
Fuji

[Ash Yadav]

Hi @Fuji 

The only thing I can't gauge from the data you've provided is whether or not the resolution has been set. That's one of the conditions for the SLA clock to stop it seems.

I've seen cases where users who designed custom workflows, missed setting the resolution on screen, and it results in "Resolved" issues with the resolution as "Unresolved" 

KR, 

Ash

[Fuji]

Thank you for your answer.

But if the result would be "Resolved" issues with the resolution as "unsolved", wouldn't it show on upper right side of the ticket (as shown in the 2. picture example up in the description^^)?

Where do I see if I missed the resolution on screen?

If I look on screen, I can't seem to find it.

It has not anything to do with post transitions?

[Ash Yadav]

Try using a JQL search to filter issues that are in "Resolved" or "Closed" status with a resolution of "unresolved". 

This should at least show you if anything matches that theory, if it does, you have your answer if the issues that are breaching and both match the JQL appear. 

BTW if you move to resolve an issue, are you presented with an option to choose a resolution?

KR, 

Ash

[Fuji]

I try the filtering with status of closed and resolution. But could not find anything.

CLOSED (below)

Some tickets came up, but it is not the same as the one that are breached. At some point we used the "close" status, but does not anymore.




Resolved (Below)

[Fuji]

The only pattern I found with the breached tickets, is that in all of them the assignee is assigned after the resolved status and resolution of done are set.

Below is an example of that.

Although it does not make sense to me, that this should be the reason?

[Ash Yadav]

For starters I'd fix the issues that are closed with unresolved resolution, that's a reporting headache within itself. 

Second, have you got any automations running or custom post-functions in the workflow? Anything that re-triggers a workflow transition on assignee for example? 

KR, 

Ash

[Fuji]

How would you fix those issues that are closed with unresolved resolution? 
By opening and resolving them again?
Also, they are very old and not as important.

[Fuji]

These are the only post functions in our workflow I can find.

[Vitaly_Berezovsky_SaaSJet]

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