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Time to Resolution - SLA Settings not working as I expect (probably doing something wrong

So I have goals for Time to Resolution and Time to First Response set in place so that the goals for the ticket are set based on organisation field being within a set and priority is set to Low, Medium, High. 

When I test and change tickets to meet both conditions I am not getting the right goals for either. Are these conditions dynamic in that if I change an existing organisation and priority set from original to a combination to meet those goals on a ticket should the goals in the top RHS change after hitting refresh?

Time to First Response example goal

e.g. 4h goal,  9-5 sample, org in (...) AND priority in (low,lowest)


If I change a ticket to meet the JQL conditions it shows the Time to First Response within 24h and not 4h - almost as if the goal below is overriding it

e.g. 24h, 9-5 sample, issue type = service request

There is something that I am not understanding here and any help would be much appreciated. 

A new jira user


1 answer

0 votes
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 20, 2023

Hi @Paul Min 

Welcome to Atlassian Community!

can you please share me a more details on this - 

Kindly share the screenshot of SLA goal JQL and also the issue view where the SLA is running to support you ahead.



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