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