Time to resolution = 0

[Dona Dianisya]

Anyone can help me, why in the Resolved Tickets the time to resolution can't showing the exactly time rather than showing 0?

[Jack Brickey]

Hi @Dona Dianisya , so that I might try to assist could you please share more info here? How and where are you viewing TTR? Screenshots?

[Dona Dianisya]

Hi @Jack Brickey

Here you can see, in the filter "All Issue" I can't find time to resolution data but the "Time to first response" can show the details. But if I check on queues, I can find "Time to resolution" on it. Could you please assist me with this case?

Thank you in advance

[Jack Brickey]

Hi @Dona Dianisya , The question that comes to mind is whether the TTR SLA applies to these issues. Is it possible that your TTR SLA is configured such that certain issues do not receive that SLA treatment? Could you inspect the SLA configuration for TTR? Also, if you go into the detailed issue view of one of these issues in your image above, do you see the TTR measurement?

[Dona Dianisya]

Hi @Jack Brickey

But I can find TTR in queues "All Issue" when I open the Filter All Issue it can't appears. You can see on the queues detail I can see the details of TTR, but I can't find it in the advance filter "All Issue" even though it is the same ticket.

[Jack Brickey]

By the way SLAs will never (actually rarely) be 0 since they are countdown timers. They will hit 0 and the go negative. So a 0 SLA would mean the issue was resolved exactly within the time allotted. What your image illustrates is that the SLA is empty implying that it does not apply to the issue.

[Dona Dianisya]

This is my SLA setup for Time to Resolution. Could you please help me, is there anything wrong with my setup?

[Dona Dianisya]

I need details on how many times to resolution needed every ticket for every Agent. That's why I need the detail of TTR just like Time to 1st responses do. Or Do you have any suggestion for running the SLA report to see if SLA is achieved/not per agent?

[Jack Brickey]

At first glance your config looks ok. Are you sure that the issues in your first image are indeed from the same project as those defined by the SLA? If you open one of the issues in the first image is TTR displayed. Does the TTR display in the resolved Queue for the same issue where it does not display in the list view? Is it possible that someone created a Custom field named Time to resolution, check custom fields section?

regarding your second question regarding reporting please check the Reporting section in the project. There are templates for reporting.

[Dona Dianisya]

Hi @Jack Brickey 

Here are my custom field settings. I can find 2 fields of Time to Resolution but locked by Jira Service Management. I am not sure if they have the wrong configuration and which field I can use to display the time-to-resolution details in the report.

Could you please help me with this kind of issue?

[Jack Brickey]

Given that you have two TTR fields, it very well may be that you are referencing the wrong TTR. Where is the "All issue" filter defined? Is it a custom filter that you or someone else created? If so, can you please go into that filter and check the Columns being selected and see if there are two TTR options. If so select the one that is unchecked and also deselect the one that is checked.