How do I switch off multi cycle SLA?

[Steve G]

Dear all,

* A user sent a reply to the notification email that a ticket had been set to resolved

* The email from the user has moved the ticket status from 'Resolved' back to 'Waiting for Support'

* This is usually not an issue

* However, this ticket had a breached TTR SLA

* I'm putting the monthly report together

* I was surprised to see that this ticket isn't showing as having a breached TTR SLA

* On looking at the ticket, the SLA is now listing "2 Cycles"

* One of the 2 cycles shows the TTR SLA as breached

* The other TTR SLA cycle shows as unbreached

* In terms of troubleshooting, I looked at the TTR SLA configuration

* "Resolved" was a status to both pause and stop the SLA clock

* I have amended this so that now "Resolved" doesn't pause the SLA clock, and only stops the SLA clock

* This hasn't removed the SLA multicycle in the ticket to a single SLA cycle

* Can anyone advise please how I switch off multi cycle SLA, so that the ticket shows only 1 SLA cycle, and that SLA cycle shows as breached?

Thanks for any help.

Regards,

Stev

[Jack Brickey]

You were correct to remove the pause reason. However that is not the issue. What I would expect to happen under normal scenarios is that an SLA would restart. I wonder if you could share your SLA configs?

[Steve G]

Hi Jack,

I hope you are well and thanks for your obviously constructive reply.

* Here is the TTR SLA config

--

Time metric
Time will be measured between the Start and Stop conditions below.

Start
Begin counting time when
Entered Status: Waiting for Triage

Pause on (Optional)
Time is not counted during
Status: Waiting for Customer

Stop
Finish counting time when
Entered Status: Resolved

-

Goals
Issues will be checked against this list, top to bottom, and assigned a time target based on the first matching JQL statement.

Issues (JQL) Goal Calendar

created >= '2021-10-10' and priority = Critical AND (issuetype = "Incident" OR issuetype = "Service Request" OR issuetype = "Access" ) 3h 45m Perowne Work Week

created >= '2021-10-10' and priority = High AND (issuetype = "Incident" OR issuetype = "Service Request" OR issuetype = "Access" ) 15h Perowne Work Week

created >= '2021-10-10' and priority = Medium AND (issuetype = "Incident" OR issuetype = "Service Request" OR issuetype = "Access") 52h 30m Perowne Work Week

All remaining issues No target Perowne Work Week
--

* Should I add 'Waiting for Support' as an Entered Status under "Start"?

My thanks for any help on this from you and anyone else.

Best regards,

Steve

[Steve G]

Hi folks,

Further info:

1) I moved 'waiting for support' being a 'pause the SLA clock' to a 'start the SLA clock status'

2) I let the ticket that had the double SLA cycle run until the ticket breached

* This ticket was originally logged in April

* The 2nd SLA cycle was both started and breached in May

* This ticket regrettably has appeared in the May monthly SLA reporting and not April

Rgds,

Steve

[Steve G]

Hi folks,

In case of interest to anyone;

* To mitigate rsk of recurrence of this issue, in Jira project settings under 'automation' I have disabled this setting:

Re-open on customer comment

Rgds,

Steve