Problem with first response sla

[Elena del Cura]

Hi, we have the same SLA in some proyects, but in two of them it is not working as expected. The projects follow the same workflow and the query and conditions are exactly the same in all of them. We want that the SLA start from a concrete date and does not calculate in the tickets before.

The first response SLA is defined like this:
2h - issuetype in (Informativa, Tarea, Incidencia) AND created >= 2020-05-08
16h - issuetype = Mejora AND created >= 2020-05-08
no goal; rest of tickets
The SLA starts when status is Abierta and finish in a set of status (the same in all the proyects) or when there is a comment to the client, but has no pause.

We have also a resolution SLA in that problematic projects with the same date condition, and in the same tickets created before 2020-05-08, only the first response SLA is being calculated.

If I do the query in the JQL editor the result of the affected tickets makes sense, but why it is not working the SLA in this two proyects and why just in two of the proyects if it is the same query and they follow the same workflow?

I have deleted the SLA and created again, but same result. I have change the query slightly despite of not making sense because work in other proyects:
issuetype in ("Informativa", "Tarea", "Incidencia") AND created >= 2020-05-08
created >= 2020-05-08 AND issuetype in (Informativa, Tarea, Incidencia)

Any help would be appreciated.

Thanks!

[Gökçe Gürsel {Appfire}]

Hi @Elena del Cura ,

It's my understanding that the time to first Response is working fine but you have issues with Time to Resolution SLA.

If this is correct, Could you share your SLA configuration? Maybe there is an issue with your start/end conditions. Are those projects Service Management projects?

Cheers,

Gökçe

[Zoryana Bohutska _SaaSJet_]

Hi @Elena del Cura 

You can try app SLA Time are Report from Atlassian Marketplace. It has flexible SLA conditions, which can you help you to set them according to your needs.

Regards

[Elena del Cura]

Hi, you are suggesting an add on, but I think what we want is possible by default. In fact, it works in other projects.

Regards

[Zoryana Bohutska _SaaSJet_]

Yes, you can consider it as one of alternative tools. It works with all type of Jira's projects (Jira Service Desk (management) Core and Software)