SLA does not work

TAC Admin February 17, 2021

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

0 votes
Answer accepted
Zoryana Bohutska _SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 17, 2021

привет @TAC Admin 

Возможно у тебе включено multiple cycles option?

TAC Admin February 17, 2021

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

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Answer accepted
Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 17, 2021

Hi @TAC Admin ,

Is it possible for you to share your SLA configuration?

Cheers,

Gökçe

TAC Admin February 17, 2021
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

TAC Admin February 17, 2021

image.png

Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 17, 2021

Is it possible for you to share a screenshot?

TAC Admin February 17, 2021

image.png

Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 17, 2021

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.

TAC Admin February 17, 2021

Безымянный3.png

Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 17, 2021

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

TAC Admin February 17, 2021

Спасибо. Я обратился в службу но они пока молчат.

Gökçe Gürsel {Appfire}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
February 18, 2021

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

Cheers,

Gökçe

0 votes
TAC Admin February 17, 2021

Добавил в SLA Resolution: Set но это не помогло.

image.pngimage.png

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