SLA clock is not stopping after closing the ticket

[Sapna Sharma]

After resolving the ticket, the SLA clock is not stopping although after changing in sla it is stoped for few minutes after that it again running continuously .

Pls suggest some solution

This ticket is closed on time ,but SLA clock is still running.

pls suggest some solution for this

[Dirk Ronsmans]

Can you indeed share with us your SLA configuration?

Mainly the conditions would be helpful. Out of the box the Time To Resolution is stoppend when the "Resolution" field is set. 

I can suggest that you double check on those tickets if that is indeed set.

[Iago Docando]

That's actually a great assumption. I would bet the problem is the resolution not being set when the issue is transitioned to a "resolved" status.

[Jack Brickey]

Certainly the first thing to check. There was a bug about 2y back where this was indeed happening on occasion but that was long since corrected. 

[Sapna Sharma]

in the attached snapshot the ticket has already met the SLA but the clock still running pls suggest 

[Dirk Ronsmans]

Well your resolution seems to be set.

Only way to see if to share your configuration of the "Time to Resolution" SLA

[Sapna Sharma]

please check the highlighted area (in red box) in the screenshot where the actual SLA is there in black box but the time to resolution window keeps on ticking and its not stopping at all 

Please note that I have set the SLA stops when resolution = set , enter status = resolved

[Dirk Ronsmans]

@Sapna Sharma ,

The highlighted part of the screenshot indeed shows it is still running. What we need to see is the  configuration of the SLA itself. Cause if that is as you say "resolution set, status resolved" it might be a bug like @Jack Brickey says.

so screenshot of the configuration itself is what I'm looking for.

[Sapna Sharma]

Attaching the Time to resolution SLA configuration snapshot for reference , pls help me out for this issue

[Dirk Ronsmans]

Resolution:SET and Resolution: Cleared seems fine to me. 

Could indeed be a bug then cause I personally don't see the mistake in your confguration.

I'd suggest going to a support ticket now: https://support.atlassian.com/contact

[Sapna Sharma]

The SLA,  is resumed for those tickets where ticket is "closed" and customer has commented after the ticket is marked "closed"

does it make any issue?

[Dirk Ronsmans]

Well in the screenshot of the ticket I can see a Resolution so that is not cleared.

Also that state is still closed so that should be fine.

[Sapna Sharma]

@Dirk Ronsmans can you pls elaborate the solution that has been given by you.

[Sapna Sharma]

@Dirk Ronsmans  can u pls elaborate the solution 

[Dirk Ronsmans]

Hi @Sapna Sharma

Well I don't have a solution for you right now. I don't see anything wrong with the configuration.

What I can see, the timer should stop when you set the Resolution OR go to status Resolved.

It only starts up again on the Removal of the Resolution or one of those 3 statusses.

So either I'm missing something, or something is wrong with your environment.

Unless @Jack Brickey  has any ideas I'd suggest opening a ticket with the official support at https://support.atlassian.com/contact

[Iago Docando]

Check the definition you've made for the start/stop triggers in https://<JIRA_URL>/servicedesk/admin/<PROJECT-KEY>/sla/custom

There's not much more anyone can suggest with the information at hand.