The report section not functioning properly

[Mümin Özcan]

Hello,

We are using Jira Service Desk with version 4.13.10. We also actively use the reporting section on the left side of the projects. We have created a report to measure the adherence to SLA times, but in this report, there are records in the successful section even though the SLA times are not met. We have recalculated the SLAs and tried various methods, but we couldn't fix the records that appear in the successful section despite not being successful. Some records are being reported in the successful section despite having a negative indicator next to them. How can we fix the reporting section? I appreciate your assistance.

[Kateryna_v_SaaSJet_]

Hi @Mümin Özcan  and @Çağdaş Kalaç 
Welcome to the community!

Unfortunately, this is a common problem for JSM (JSD) users, and it usually helps to check the SLA conditions in the settings. Could you show the screenshots?

[Çağdaş Kalaç]

You can find the screenshots below.

We noticed that this only happens when you use recalculation api.

It does update the SLA's as it should be, but it does not update customfields related to that SLAs that we use in reports and JQLs.

Examples(These both looks finished in UI in SLA, but first one does not reports correctly in Reports and JQLs)

Recalculated customfield data:

{"timeline":{"events":[{"date":1734065287287,"types":["START"]}]},"ongoingSLAData":{"goalId":864,"startTime":1734065287287,"paused":false,"thresholdData":{"calculatedAt":1734084034818,"remainingTime":43165182,"thresholdsConfigChangeDate":1673003572707,"thresholdsConfigChangeMsEpoch":1673003572706}},"completeSLAData":[],"metricId":34,"definitionChangeDate":1734005671263,"definitionChangeMsEpoch":1734005671263,"goalsChangeDate":1717654171160,"goalsChangeMsEpoch":1717654171161,"goalTimeUpdatedDate":1673003572803,"goalTimeUpdatedMsEpoch":1673003572802,"metricCreatedDate":1673003572706,"updatedDate":1734084034890}

Completed without recalculation:

{"timeline":{"events":[{"date":1734078015894,"types":["START"]},{"date":1734088308453,"types":["STOP"]}]},"ongoingSLAData":null,"completeSLAData":[{"succeeded":true,"goalTime":12600000,"goalTimeUnits":{"weeks":0,"remainingDaysWithinWeek":0,"remainingMillisWithinDay":12600000,"breached":false},"elapsedTime":10292559,"remainingTime":2307441,"remainingTimeInDaysAndMillis":{"weeks":0,"remainingDaysWithinWeek":0,"remainingMillisWithinDay":2307441,"breached":false},"calendarName":"9-18 Calendar","startTime":1734078015894,"stopTime":1734088308453}],"metricId":34,"definitionChangeDate":1734005671263,"definitionChangeMsEpoch":1734005671263,"goalsChangeDate":null,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":1673003572706,"updatedDate":1734088311492}

[Çağdaş Kalaç]

We are having the same issue after using "https://servicedesk.cignafinans.com.tr/rest/servicedesk/1/servicedesk/sla/admin/task/destructive/reconstruct/jql/force"

Even we re-reconstruct several times, "breached()" information for that SLA does not update.

So I think issue is not related to Reports section, it's related to breached information that does not update after reconstruct.