SLA Time To Resolution calculation?

I have a very strange "Time to Resolution" graph in my Service Desk and I'm trying to figure out why it might look like that. What I want to see is the average time to resolution over that period, but it seems to be bringing issues in that were resolved long ago and putting it into the calculation.

Here's a screenshot of the TTR over the last 14 days.

Bring_the_Thunder_-_JIRA_and_Inbox__6_messages_.png

The less time I look in the past, the higher the TTR goes up. There are no items outstanding that have gone unresolved for a long period of time. There are some issues that were resolved months ago that took months to resolve, but nothing in the past 14 days has been open for longer than a couple of days before being resolved.  Even if we clear out ALL items, the resolution time goes up on the last increment of the chart. Perhaps I am misunderstanding how it should work, but if all of the issues being resolved have times less than that value, shouldn't the average time be going down and not up?

Does anybody know how an issue gets evaluated? Does it (or is it supposed to) go on the resolution date? I feel like I may have configured something incorrectly on the SLA. Any tips/things to look for?

2 answers

This widget could not be displayed.

Hi Brandon! Actually, the "Time to Resolution" calculation is supposed to show the number of hours from the date the issue was opened until the date it was resolved (closed). Could you attach a screenshot of the SLA configuration, so that I can have a better overview of what might be happening?

This widget could not be displayed.

Sure, here it is.

Bring_the_Thunder_-_JIRA.png

 

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted yesterday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

78 views 1 0
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