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Why does some Jira Service Tickets have Time to Resolution while others donT?

Edited

Hi Jirasians!

i pulled out my reports from Jira Service Management and what baffles me is that some tickets has Time to Resolution while some dont?

is there something that needs to be done so that ALL can be displayed without any need for a plugin?

2 answers

1 accepted

2 votes
Answer accepted

Hi @Eddie Ngo ,

Like @Joseph Chung Yin issues should fall into a JQL in the SLA, so if the don't you should give the section 'all remaining issues' a time goal. 

Best practice is to give the remaining issues the longest Time Goal, in the picture of Joseph, that would be 8h (or more). 

thanks! i need to test it out. let yall know if i spot "a not"  

1 vote

@Eddie Ngo -

Please check your SLAs configurations setup to ensure that "time to resolution" configuration is properly configured for all request types.

2022-12-28_21-15-41.png

Let me know of your findings.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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