How should I fix Time To First Response incorrect

[Mark Ellis]

I have a particular issue that shows as -2189:49 TTFR, yet was resolved in 8 minutes.
Here are the stats copied directly from the Request

Created July 13, 2021 at 1:27 PM

Updated July 13, 2021 at 1:35 PM

Resolved July 13, 2021 at 1:35 PM

How do I either
1. edit that incorrect time
2. remove this request from the metrics, so they are not skewed


Thanks,

Mark

[Brant Schroeder · Accepted solution]

@Mark Ellis There is no way to edit the time.  Is the issue still running?  The only way I know how to remove it would be to delete it.  You could always make a copy of it so you have the information before you delete it.  

[Mark Ellis]

Thanks for the reply @Brant Schroeder Let me check back and see if it's still running.

[Mark Ellis]

Seems to still be running, as it now states, -2236:16.

I'm really not sure why it continued to run. Seeing this one makes me think I may find others. 🙄

An edit capability really seems like something that should be provided. Looks like I'll have to delete, as you suggested.

[Brant Schroeder]

You can always reopen and close it to make sure the SLA is fulfilled.  You can then do a JQL query to see if there are others.