JIRA Service Desk: Update SLA Metric for Closed tickets

Hi,

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.

Thanks,

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.

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