I want to configure the "Time to SLA" plugin to track the time from first entry to the "Open" state and last entry to the "Closed" state. I can control the workflow to prevent Closed tickets from being re-opened, but the workflow is such that the ticket can move to the "Open" state multiple times during the lifecycle of the ticket.
When that happens the "Time to SLA" plugin seems to use the most recent time that the ticket entered the "Open" state, rather than the first time. How can I ensure that the tracking of the SLA elapsed time begins based on the FIRST time the ticket enters the "Open" state?
Whilst not a perfect solution you could combine a condition related to having the issue assigned/not assigned. So when the issue is first created have it set to an unassigned state. After this first visit I assume that your issues are then assigned to individuals to action.Then any future return to Open where it has an assignee would not count if you set the clock to pause when an assignee is set.
Lets hope in the future products the SLA approach becomes more flexible and allows the setting of any JQL for the conditions on Start/Pause/Stop.
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