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Wrong calculation of SLA reponse and resolution times

Hello, we are using Jira cloud and I have an question about calculation of response and resolution time. According to SLA's in project settings everything should be made correctly and seems fine to me at first glance. Problem is when we import data into excel from csv or use plugin in excel, the calculated fields for response time make no sense.  Format is correct, but time is way off. Is there any bug related to that, or I need to setup something specificly for that? If I use my piece of software written in python for analysis of tickets, I calculate correct SLA's, but Jira seems to calculate them differently.


Thank you very much for any help


Denis Leskovar

1 answer

1 accepted

Hi @Denis Leskovar 

What tool do you use for SLA settings?

just a builtin SLA, but I discovered problem which I wasn't avare of. We had some different settings for different types of issues. And it calculated it differently. Thanks anyway! 

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