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

[George Bliss]

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

[Dirk Ronsmans · Accepted solution]

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]

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,

[Dirk Ronsmans]

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]

[George Bliss]

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

[Dirk Ronsmans]

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]

Great stuff - thanks for all your help Dirk!

Best regards,

George