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Time to First Response time showing on report for excluded ticket type

Bryce L February 19, 2024

Hi everyone,

I have a weird issue where the time to first response time is being reported on for a ticket type that is already excluded in the SLA (JQL).

Wondering if anyone has any insight into why?

This is the JQL in the SLA exclusion: 

"Ticket category" in ("Service requests", incidents) AND priority = Urgent AND "Request Type" not in ("Moves (SD)", "Site Transfer (SD)", "Travel (SD)", "Parental / Extended Leave of Absence (SD)", "New Starter (SD)", "Role Change (SD)", "Leaver (SD)", "New External Account (SD)", "Request Decommission of Equipment (SD)", "External Visitor (SD)")

But tickets logged as External Visitor (SD) are still showing in any report associated with Time to First Response.


1 answer

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Marc Koppelaar
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February 20, 2024

Hi @Bryce L 

Could be that the request has been renamed, then the old request name could be still in the DB as reference or is this request type has been in one of the Ticket Categories and has been removed later on, also that reference could still be in the DB.

If you create a new Request Type for this one and then check is the SLA ok?

If tis is the case its definitly still in the DB somewhere, you should reach Atlassian Support to have them check as they only have access to the instance backend

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