JIRA Service Desk: Update SLA Metric for Closed tickets


We started using JIRA Service Desk to track our SLAs. We would like to track time to resolution for Critical tickets. So we created a SLA metric that states that - time between creation of ticket and changing status to closed should be 24h.

The issue is that the SLA metric is not updating for old tickets that are closed. We would like to get how we did with our SLAs for tickets that are already closed. Is there a way to get this.


1 answer

From whatever answer I see here - https://answers.atlassian.com/questions/234926/is-it-possible-to-get-sla-reporting-for-existing-issues, it seems that it is not possible to get SLA metric for existing issues.

But I do really see that it is definitely needed as a JIRA feature, as people would need to get SLA for their existing tickets on how they fared.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

389 views 1 18
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you