SLA Query - priority tasks

[Lleego Support]

Hello, 

Checking the SLA breached in my portal, I see that the application only takes in account the first priority given in the ticket. I explain my self better.  For a first reponse, I have defined that only for the tickets with highest priority the first response must be in the first hour. 

However, if a user open a new ticket with the highest priority but then the support team changes the priority to a lower one, for example medium, the SLA still counts as the higuest. 

In the following example you can see that the ticket has medium priority but still counts as a highest priority, this is a problem for us because we change if its neccesary the priority that the final customers defines in a first moment, but the SLA is running... 

Can you please tell me if I am doing something wrong?

[Angélica Luz · Accepted solution]

Hello @Lleego Support,

Thank you for reaching out to Atlassian Community!

I saw that you created a ticket with our support related to the same issue and it was already resolved.

The issue was related to missing braces to filter correctly the issue types:

(issuetype = "Report a bug" OR issuetype = Bug) AND priority = Medium

 I’m sharing this information here in case other community members face the same issue.

Kind regards,
Angélica

[Lleego Support]

Hello Angelica, 

Thanks for your comment. 

You are right, the question is already solved via the support.

Regards