Original Problem: The postfunction to set the resolution was not in place, so we had to do a CSV import to set the resolution date according to the Status Category Change date, since the Closed/Canceled status (and date) was accurate.
Outcome of the CSV import: The resolution and resolved date were set to a day in the past, which is accurate.
New problem: The SLAs were breeched and the Time to resolution captured the date of the bulk change instead of the resolved date.
Update taken to remediate:
How can you reset the SLA calculation to be triggered on the bulk adding of the resolution and resolved date?
There will not be a way to update the SLA. You might be able to create a new SLA and apply it. The issue is that probably would not get you to what you are looking for as it would most likely mark them all as met. I would suggest cutting your losses and moving forward with what you have.
Hey @Brant Schroeder in speaking with support they did confirm the feature is not available in the UI but you can upvote the new feature in https://jira.atlassian.com/browse/JSDCLOUD-9588
From the referenced KB article I was able to use a curl command to recalculate the field and now see the green checkmarks showing the ticket met the SLA.
https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html
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@Lisa Schachtschneider Thanks for posting back the solution. Can you accept the answer so others can see the solution?
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