why the latest ticket having the earlier time to resolution?

[Win]

I have 2 tickets, ends with -2 and -3 (see the screenshot), my question is why the latest ticket (-3) having the earlier time to resolution?

[Joseph Chung Yin]

@Win -

"Time to Resolution" field is generated by your JSM project's SLA configuration.  You need to review the configuration of your SLA to determine how your issues are setup.  There could be multiple  goals configured based on different JQL criteria defined.

As you can see in my sample project, I have different rules for "Time to resolution" calculations.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Joseph Chung Yin]

@Win -

To access Project settings, you must be a member of project's Administrators role for the project in question.  If you are, then just access your project, then you will see "Project settings" (located at the bottom left of the UI)

From there you can access SLA option setup.  If you are not a project's administrators, pleaser work with your site admins and the project's existing Administrators for assistance.

Best, Joseph

[YY哥 Yang]

Hi @Win 

The [time to resolution] and the [ticket created time] are two different concepts. As for SLA [time to resolution], please go to JSM project setting to check the logic, which my be depended on some other fields (e.g. priority).

I think you will get it after you check it yourself or ask the project admin to assist you. Good luck.

Thanks,

YY哥

[Win]

@Joseph Chung Yin & @YY哥 Yang 

Thank you so much for your reply, but I'm sorry as I'm new to JSM, I didn't find the project settings page, can you please more detail?

thank you again