ticket close but SLA counting

[laknath]

ticket close but SLA counting. how to resolve this issue. Please refer the below screenshot.

[Dave Bosman [Realdolmen] · Accepted solution]

Hi @laknath 

You need to check the settings of that specific SLA. 

Make sure that under the column 'Stop' you have the correct setup. For example, if you have setup that the resolution has to be set, and you forget to set a resolution in your issue, the SLA will not stop. 

See following documentation for setting up SLA's

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

Regards

Dave

[Susan Hauth _Jira Queen_ · Accepted solution]

I also see that although your status is "Closed" your resolution is "Unresolved". If your SLA is to stop based on the resolution then that could explain why it did not stop.

Please look at your workflow to ensure that the resolution is set in the post function when transitioning to Close.

Hope that helps

SUsan

[Julia Denys [SaaSJet]]

Hi @laknath 

With the add-on SLA Time and Report, you can easily create and track your SLAs for issues in Jira Cloud.

Also, you can set SLA timer value and statuses when countdown should be turned on/off according to your issues workflow, projects, and priorities.

You can use filters to generate SLA reports and later export this data as XLSX or CSV file to analyze the extracted information.

Hope, this add-on will help you to handle SLAs in Jira Cloud.

Let me know if this is helpful.