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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
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.