It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Are SLAs supposed to recalculate when I change them?

For Time to Acknowledge SLA, I forgot to add a status to Stop counting. I added that status to Stop counting, but an issue that had breached the SLA does not reflect the new SLAs. It still says the SLA is breached even though it should not have based on the new SLA rules. This issue is not Resolved/Closed.

2 answers

Be careful though. Each SLA metric goes through states running / paused / completed. Running means that the time counter is still making progress. Paused means that it is in an intermediate status like 'Waiting for Customer' or a time outside working hours. Completed means that the end state of your SLA metric has been reached.

Yes, SLA values will be recalculated automatically, but not on issues that have reached the end state of your SLA metrics. Those issues are considered to be complete with reference to that metric and their historic SLA times will as a result be kept by design.

Is there any way to claim SLAs for tickets with status = final status in the SLA?

Hi,

Any way to do this?

Thank you.

Like Diego Godoy Poce likes this

Thank you Fernando!

It works.

2 votes
Jeff Tillett Community Leader Dec 12, 2016

The answer depends on which version of ServiceDesk you are running. On the current version, the SLA's will be updated/recalculated automatically. On older versions, you will need to click the "update" or "recalculate" link under the SLA menu on the left. This will take a minute, and refresh all SLA's within your project. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

Learn how to use two new reports for next-gen projects in Jira Cloud:  Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...

229 views 1 2
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you