Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Several small checkboxes next to SLA

I was working on a ticket today and noticed after updating that there were several small checkboxes next to the SLA field.

Checkboxes.png

Does anyone know what these are or where I can find any information about them?

3 answers

1 accepted

0 votes
Answer accepted

Hi Elizabeth, 

As far as i know, these signify that the issues have been measure on that SLA several times. 
The check mark meaning that they were withing the limit every time. 
If they have breached the SLA, a red X would have been shown. 

Since the SLA is called "Time to first response", I would guess that the issue have been closed and reopened, triggering the SLA several times?

That would make sense, but not in this case. This ticket has transitioned through several statuses, yes, but the trigger to start this SLA is when an issue is created. It has several "Stop" triggers, but met one of them almost immediately. 

Maybe it could be showing that it met the several different "stop" triggers?

That's a bit difficult to say without knowing more about your SLA's to be honest. 
I've been looking around for documentation about this, but wasn't able to find anything specific unfortunately.

Like Elizabeth Hoeksema likes this

Hey Elizabeth, did you ever find out what was causing this? For the life of me I cannot figure out where this is coming from!!

0 votes

In testing our setup of Jira Service Desk - this check box appearance is very confusing (not intuitive).  I do get an 'x' when it was breached and later re-opened (which doesn't cleanly re-start the sla clock from where it left off).. and each time the ticket is closed/resolved and then reopened a check box appears.    I've not found any details explaining the functionality of the SLA module that covers this - and am concerned this can lead to poor behaviors and expectations among ticket-handling staff, or complexity designing accurate reporting of the overall SLA performance on the given ticket. 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

165 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you