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Time to first response SLA bug

Prabhashankar Rai
Prabhashankar Rai January 23, 2025

I Have 2 tickets where the time to first response SLA shows as paused , i have not kept any pause condition for this SLA and finish counting is at 'when ticket enters done category'

both tickets already completed but still TTFR SLA shows paused 

How do i fix this

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Anusha A
Anusha A
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 23, 2025

Hi Prabhashankar,

Thank you for reaching out to the Atlassian Community! To ensure we can effectively assist you with this case, I have created a support ticket on your behalf. You should have received an email notification confirming this.

Regards,

Anusha A

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ElizabethWilson
ElizabethWilson
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January 23, 2025

Thank you so much for the suggestion. 

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Jeroen Poismans
Jeroen Poismans
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January 23, 2025

Hi!

Can you show your SLA configuration for this SLA?

Possibly the SAL went into pause and no condition for restarting was ever met?

Jeroen

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Prabhashankar Rai
Prabhashankar Rai January 23, 2025

Pause.png

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Prabhashankar Rai
Prabhashankar Rai January 23, 2025

SS of the configuration

 

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Prabhashankar Rai
Prabhashankar Rai January 23, 2025

SLA Pause.png

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Prabhashankar Rai
Prabhashankar Rai January 23, 2025

If i simply click on edit and save it gets fixed(Met) but in sometime it again comes to pause

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Jeroen Poismans
Jeroen Poismans
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January 25, 2025

Hm, weird indeed but I see someone from Atlassian has replied and opened a support ticket for you. Better follow up on that.

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