Time to Resolution continues to accrue even though ticket is closed and has a resolution of Done
Brent Lee
Contributor
As the screenshots show this issue is now at over 1700 hours for Time to Resolution but it was closed and the resolution set back in March 2024.
At this point I'm at a loss for what to do about it.
1 answer
Mehmet A _Bloompeak_
Atlassian Partner
Hi @Brent Lee ,
Could you please share screenshot from the SLA's edit page? By default SLA finish condition might be "Resolution:Set". That is, when the resolution field of the issue is set then SLA finishes. And your status change might not be triggering the resolution to be set. As a workaround you can add "Status Entered: Closed" finish condition.
Brent Lee
Contributor
Looks like that may be it. I'll give it a shot. Once I add that second condition would I need to reopen and close all affected issues or will it stop the counter automatically?
Would it not hurt to also add Entered Status: Completed?
edit: Looks like I type faster than I read. It appears to be automatic.
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