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stop SLA time on a resolved ticket

Sandy Karidas
Sandy Karidas
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August 21, 2024

We are new to Jira Service Managment and have several tickets that were marked resolved without transitioning them to In Progress which is the trigger for the clock to stop counting the first response time. Those tickets are still affecting my SLA because they are still counting time. Is there a way to stop those tickets?

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Marc Jason Mutuc
Marc Jason Mutuc
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August 21, 2024

1. Go to your JSM project

2. Click on Project settings

3. Click on SLAs

4. Click on the SLA you need to adjust

5. Scroll down to the conditions for Finish counting time when...

6. Choose Resolution: Set

I hope this solves your problem.

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Jacqueline Eichberger
Jacqueline Eichberger
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August 21, 2024

The SLAs can be set in the project settings: (Project --> SLAs --> Time to resolution --> Finish counting time when... )

Maybe this will help you! LG J

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