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SLA does not work Edited

При закрытии заявки счетчик SLA останавливается, но через некоторое время опять начинает считать.

When the order is closed, the SLA counter stops, but after a while it starts counting again.Безымянный3.png

3 answers

2 accepted

Hi @TAC Admin ,

Is it possible for you to share your SLA configuration?

Cheers,

Gökçe

Добрый день.
Цели

Задачи будут проверены по этому списку сверху вниз, и целевое время будет выбрано в соответствии с первым подходящим выражением JQL.Целевое времяКалендарьЗапросы для отображения (в JQL)72 чSample 9-6 Calendarissuetype = "Service Request" AND priority = Low48 чSample 9-6 Calendarissuetype = "Service Request" AND priority = Medium24 чSample 9-6 Calendarissuetype = "Service Request" AND priority = High72 чSample 9-6 Calendarissuetype = Incident AND priority = Low48 чSample 9-6 Calendarissuetype = Incident AND priority = Medium24 чSample 9-6 Calendarissuetype = Incident AND priority = High72 чSample 9-6 Calendarissuetype = Problem AND priority = Low48 чSample 9-6 Calendarissuetype = Problem AND priority = Medium24 чSample 9-6 Calendarissuetype = Problem AND priority = HighБез целиSample 9-6 CalendarВсе оставшиеся задачи

Условия

Время будет измеряться в соответствии с указанными ниже условиями начала и остановки.

Начать отсчет, когда…

Комментарий: для Пользователя

Получен статус: Принят в TAC

 

Приостановить отсчет, когда…

Статус: Запрос отправлен клиенту

Статус: Запрос передан вендору

Статус: Принят в работу (2 уровень техподдержки)

 

Завершить отсчет, когда…

Получен статус: Закрыта

Получен статус: Обработано

Is it possible for you to share a screenshot?

This looks ok. Is it possible to share a screenshot of an issue that doesn't stop when the issue is entered Closed status? You can obfuscate sensitive info.

I can't see any issues tbh. Maybe you can add Resolution: Set to the end conditions like this:

 

Screen Shot 2021-02-17 at 15.13.13.png

If this is a production instance and you are reluctant to make changes, it'd be better to open a support ticket to Atlassian.

Cheers,

Gökçe

Спасибо. Я обратился в службу но они пока молчат.

They will get back to you. Don't worry. Please let me know how this goes.

Cheers,

Gökçe

привет @TAC Admin 

Возможно у тебе включено multiple cycles option?

Добры день. Как это проверить? Почему в других проектах данной проблемы нет? Все проекты работают по одному и тому же процессу.  

Добавил в SLA Resolution: Set но это не помогло.

image.pngimage.png

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