I was working on a ticket today and noticed after updating that there were several small checkboxes next to the SLA field.
Does anyone know what these are or where I can find any information about them?
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?
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.
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