Time to first response report lists ticket from 2016

[Jens Niedrich]

I created following report:

and an issue with following SLA metrics is listed in the report for time "past quarter by day" which was resolved in 2016 already.

Can anyone explain why this very old ticket is still listed in the report??

[Angélica Luz]

Hi Jens,

The SLA Time to first response usually stops when a comment for the customer is added or a resolution added to the ticket.
It's necessary to check the SLA configuration and confirm if the "Stop" condition happened in the ticket.
If the configuration is correct and the ticket had the trigger to stop the SLA and it is still running, it may be related to a bug:

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

This bug was already fixed on February 2018, but all tickets before February 2018 can be affected by the bug.

You can run the workaround provided in the bug, but if it's not possible, please open a ticket with our support through support.atlassian.com because we will need to access your instance in order to run the workaround or I can open the ticket on your behalf.

If you have any other question, please let us know.

Regards,
Angélica