Tickets are being closed but the SLA timer is remaining open.

[Keith Alexander]

I noticed that when resolving DOS tickets, the SLA timer still remains open/paused. We were expecting when the ticket is resolved that the SLA timer is resolved also. What can we do to resolve this?

[Brant Schroeder · Accepted solution]

@Keith Alexander When the issue is resolved is a resolution being set on the issue?  This is usually the issue but it could also an issue with the SLA.  Can you share the SLA logic so we can see what criteria an issue has to meet for the SLA to be completed?

[Keith Alexander]

Thanks for the tip. Finding out. In the meantime, below is the projects current SLA settings.

[Brant Schroeder]

@Keith Alexander If the issue does not have a resolution then the SLA will not finish according to the screenshot.  Please make sure that a resolution is being set.  You can check any of the issues in a resolved status but the SLA is still running to see if they have a resolution.  It will be no which means you will need to update the workflow to set one when the issue transitions to the resolved status.

[Keith Alexander]

Perhaps if I add a post function that reflects the following:

Resolution for Issue Field and the appropriate Field Value which in this case is Done.

[Brant Schroeder]

Yes that should fix it.  

[Keith Alexander]

Done and fixed! Many thanks!