Jira Service Desk SLA Time to Respond Report skewed numbers

[Laura]

In our instance of Jira Service Desk server, we have our Time to Respond SLA set to 

Start: Issue Created

Stop: Entered Status: Waiting for Customer

with a goal of first response time made within 24 hrs on a 24/7 Calendar.

When I go to view the Report for Time to Respond and set the time frame to report during to the past 48 hours, it shows 6000+ tickets breached at 11am and 0 tickets meeting the SLA. Even if I switch the time frame to report during to the past 7 days or 14 days or 30 days, I still receive results of 6000+ tickets breached as of today. I get the same report results no matter what day I check the reports. It always shows the 6000+ tickets breached for the current day I am checking on. There will be a few (like 1 or 2) tickets that appear as breached on previous days, but that's it.

Can anyone help me figure out why this might be happening?

Thanks!

[Laura · Accepted solution]

Thankfully I figured this out on my own! Turns out the SLA metrics timer will keep running on the any metric if it isn't manually set up to stop counting when an issue is resolved. This then gives a daily report that all of those running metrics are breached as of that day, every day. They don't show as having breached on a day in past unless the metric stopped on that day and it was breached at the time the metric stopped counting. Hope this helps anyone else who's learning how to manage a Jira Service Desk and is confused by how the reporting on SLAs work.