Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Products
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Events
Community resources

Time to resolution SLA timer doesn't stop

Jon Graham
Jon Graham
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
March 26, 2024

I currently have a high number of tickets that have the Time to resolution SLA timer running, but they are in a Resolved, or Canceled state, and the Resolution is set.  I've tried re-configuring my SLA with various combinations of these triggers, but the tickets continue to have the SLA timer running.

The timer stops most of the time, so I'm wondering what other things I can try to stop the timer for these Resolved or Canceled tickets, or what is causing it to not stop in these instances.

Has anyone else encountered this kind of issue?

Answer
Watch
Like Be the first to like this
217 views

1 answer

0 votes
Brant Schroeder
Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Become a leader
July 7, 2024

@Jon Graham welcome to the Atlassian community

If you can share a screenshot of the SLA I can help you troubleshoot what is causing the SLA to run.  

Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events

    See all events