SLA Time to Close Report Detail Wrong

[Chris Uggen]

We have a report that shows individual techs Time to Close - % Met.  When I select a specific tech that is showing 0%, the detail shows a lot of issues, however, none of them or the period indicated.   Many are a year or older.  What would cause this?

[Earl McCutcheon · Accepted solution]

Hello @Chris Uggen ,

Old issues showing as closed but having an active SLA usually occurs when enabling Service Desk for an existing project (converting a Software or Core project to Service Desk) or performing a bulk update such as a move of issue or another action that triggers the SLA to re-start while in the close status.

Check out the following post where one of my associates discusses this in greater detail, noting some steps to take to correct the SLA metrics for the project:

• https://community.atlassian.com/t5/Jira-Service-Desk-questions/Is-it-possible-to-get-SLA-reporting-for-existing-issues/qaq-p/372930

As discussed in the thread linked above, to get the SLA to close out the issues will need to pass through an action that stops the SLA per the defined metric

The Following Bug and feature request combo also discusses this further noting that the Bug was closed out as intended behavior in the application, but cloned as a feature request to track interest in adding the functionality in:

• https://jira.atlassian.com/browse/JSDSERVER-358
• https://jira.atlassian.com/browse/JSDSERVER-676

Regards,
Earl