Time to first response - not calculating based on new calendar time

George Bliss
Contributor
July 1, 2024

Hello,

I have adjusted the calendar times under the SLA settings to show a true reflection of the SLAs. The resolution time has adjusted correctly however the 'time to first response' is still showing the old calendar time (8-6) which I have now deleted completely and replaced with a new one (9-5). But it still does not seem to be adjusting?

Can anybody advise?

Thanks,

George

Screenshot 2024-07-01 181119.png

1 answer

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Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 1, 2024

Hey @George Bliss ,

From your screenshot it seems that the Time to First Response SLA has already been stopped, correct?

When you make changes to SLA settings only SLA's that are not yet "stopped" will be recalculated. This to not re-calculate old SLA goals.

If you need to force it to recalculate you'll have to do this on each issue with a webrequest/rest api call

https://confluence.atlassian.com/jirakb/how-to-use-automation-to-recalculate-sla-on-a-specific-issue-subset-of-issues-1255455124.html

 

To preserve the historic data the old calendar and goals will still be shown on those stopped SLA's.

George Bliss
Contributor
July 1, 2024

Hi Dirk,

Thanks for your response.

I put the ticket back to 'In Progress' however it's still not updating after doing another manual adjustment to the SLA calendar? The time to resolution is re-calculating which is why it is not there but the time to first response does not?

Thanks,

Screenshot 2024-07-01 182746.png

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 1, 2024

Is the first response sla actually restarting when going back to in progress? (As in the definition the sla triggers)

 

could u maybe post the SLA configuration with the start/pause/stop conditions?

George Bliss
Contributor
July 1, 2024

Screenshot 2024-07-01 201709.png

George Bliss
Contributor
July 2, 2024

Thanks for helping @Dirk Ronsmans - I have attached the screenshot above 😊

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 2, 2024

Looks like your issue is that it's not restarting the SLA. Which is good because otherwise it would become a multi-cycle SLA and your data is no longer correct.

if you just want to recalculate the SLA i'd look in to doing the forced recalculation trough the rest api

If it were paused it could resume but for a First Time To Response you wouldn't want that.

George Bliss
Contributor
July 2, 2024

Great stuff - thanks for all your help Dirk!

Best regards,

George

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