SLA doesnt work properly

[Oscar Javier Ramirez]

HI

I'm trying to understand why sometimes the SLA doesn't stop even when the rule has been triggered correctly

What I'm doing wrong?

As you can see, the rule just say that SLA should be stopped when the status will be "Declined". "To do" or "Resolution: Set"

Not always is working.. why?

Thanks for your help

[Brittany Wispell · Accepted solution]

Hi @Oscar Javier Ramirez 

Is the SLA not working on any specific issuetype you have listed? Or is it all of them? 

And each of those issuetypes are using the same workflow? 

If it is an issue with a specific issuetype, I would suggest updating your JQL to 

issuetype in ("Issuetype","Issuetype","Issuetype")

Hopefully this helps some. 

[Oscar Javier Ramirez]

Hello!

Thank for your help!.

1. The workflow is the same for 2 of these issuetypes, the another is different. If I use differents workflows on the same SLA, it would bring issues?

2. it has happened with all the issuetypes I have listed

3. Im going to try with the JQL you have suggested...

Have you experienced this kind of things? It's annoying because in my company we take this data for measure quality of service and when the sla is not working, we must come back manually on the workflow trying trigger again 

[Brittany Wispell]

Hey @Oscar Javier Ramirez are you referring to the FYP: Resolucion Total SLA ? 

The SLA you provided earlier was FYP: Primera Respuesta and that shows as completed below in your 3rd image. 

If you could send a screenshot of the rule behind the SLA of FYP: Resolucion Total that would be helpful. 

[Oscar Javier Ramirez]

Hi @Brittany Wispell 

Yes, the issue is happenning with any SLA but is not always! So this makes me crazy. Here's the rule for "FYP: Resolucion Total"

[Brittany Wispell]

Hey @Oscar Javier Ramirez

I'm not seeing where there might be some sort of conflict causing it. 

Maybe a fresh pair of eyes might be able to help? 

[Oscar Javier Ramirez]

HI @Brittany Wispell

I can give you eyes!!! Could we arrange an appointment via skype or gotomeeting?

[Brittany Wispell]

Hey @Oscar Javier Ramirez 

Yes I can arrange a skype call with you. 

What works best? 

[Oscar Javier Ramirez]

Hi brittany

After a huge research I ve found this post: 

https://jira.atlassian.com/browse/JSDCLOUD-5686

In which describe exactly the issue and how to make a temporary solution

https://jira.atlassian.com/browse/JSDCLOUD-5686

Ive tried the workaround and its seems works, unfortunately its still manual

[Brittany Wispell]

GREAT NEWS! Minus the temporary solution. 

Well at least we know it wasn't something wrong with your configurations and it's just a Cloud issue. Hopefully they will get it fixed soon. 

[Oscar Javier Ramirez]

Yes!!

I hope too!!... 

Thanks for your help!

[Brittany Wispell]

You're welcome! 

If you could accept the answer as completed that'd be great! :) 

[Oscar Javier Ramirez]

Yes sure!

What I should do?

[Brittany Wispell]

There should be a button that says Accept as solution next to the Votes button! 

I found it! Thank you 

[Oscar Javier Ramirez]

Look this example. Event though the ticket has reached "Done" status, the SLA its still actve.

(I tried this test after your suggestion with issuetype in("issuetype","issuetype","issuetype") 

[Oscar Javier Ramirez]

The "pause" was due I tried this out-of-office hours