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How should I fix Time To First Response incorrect

I have a particular issue that shows as -2189:49 TTFR, yet was resolved in 8 minutes.
Here are the stats copied directly from the Request

Created July 13, 2021 at 1:27 PM
Updated July 13, 2021 at 1:35 PM
Resolved July 13, 2021 at 1:35 PM



How do I either
1. edit that incorrect time
2. remove this request from the metrics, so they are not skewed


Thanks,

Mark

1 answer

1 accepted

0 votes
Answer accepted
Brant Schroeder Community Leader May 23, 2022

@Mark Ellis There is no way to edit the time.  Is the issue still running?  The only way I know how to remove it would be to delete it.  You could always make a copy of it so you have the information before you delete it.  

Thanks for the reply @Brant Schroeder Let me check back and see if it's still running.

Seems to still be running, as it now states, -2236:16.

I'm really not sure why it continued to run. Seeing this one makes me think I may find others. 🙄

An edit capability really seems like something that should be provided. Looks like I'll have to delete, as you suggested.

Brant Schroeder Community Leader May 23, 2022

You can always reopen and close it to make sure the SLA is fulfilled.  You can then do a JQL query to see if there are others.  

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