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if question is asked through portal, time to resolution is different?

Carla Gonzalez
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May 15, 2023

I have asked two questions in Jira Service Management: 

  • By emailing.
  • By filling out a form in the portal. 

I emailed them within 5 minutes from each other. However, their time to resolutions are very different. I suspect that the question asked through the portal is in Australian time. But I'm in GMT-5 for both cases (email and portal). 

Has anyone else seen this? 


2 answers

1 vote
Steve Long -Evelon-
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May 15, 2023

Hi @Carla Gonzalez

So firstly, 'Time to Resolution' is an SLA configured in Jira Service Management. This can be configured differently for different projects, or even different issue types, priorities, etc, within the same project.

When you create a ticket via the portal, you might be creating a ticket that has a different SLA configuration, to one that is created via email (email requests are mapped to a specific issue type).

I would check out your SLA configuration for the two different example issues, and verify that they're different.

Hope that gives a little bit of insight.

0 votes
Brant Schroeder
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May 16, 2023

@Carla Gonzalez Welcome to the Atlassian community

@Steve Long -Evelon- is correct you will need to look at the SLA setup.  It most likely is looking at the issue type/request type to adjust the SLA.  Here is some helpful information about SLA conditions and goals. 

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