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  1. Jira Service Management Cloud
  2. JSDCLOUD-9491

SLA calculated incorrectly when you change issue type of an issue and the SLA cycle has completed

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    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Low Low
    • SLA
    • None

      Summary

      SLA calculated incorrectly when you change issue type of an issue and the SLA cycle has completed

      Steps to Reproduce

      1. Create an SLA Time to first response that looks as follows, one of the SLA stop condition should be Resolution Set
      2. Create another SLA metric Time to resolution that looks like below, one of the SLA stop condition should be Resolution Set
      3. Create an issue of type IT Help, it will be created with an ongoing SLA Time to first response with target 7h30m
      4. Change the issue type to something other than IT Help but uses the same workflow, the SLA will accordingly get updated to an ongoing SLA Time to resolution with target 336h
      5. Try to change the issue type a few times, the SLA information is still updated correctly as per the issue type
      6. Now with an issue type, IT Help and ongoing SLA Time to first response with target 7h30m, resolve the request by setting Resolution field after 5 minutes, an SLA stop condition for both the SLA's
      7. The SLA will be Time to first response with completed at 7h25m 
      8. Now change the issue type from IT Help to some other issue type after two minutes
      9. The SLA information will still be reflected as Time to first response with completed at 7h25m when it should be updated to a completed cycle of Time to resolution 335h55m due to issue type chnage  

      Expected Results

      SLA information is displayed correctly

      Actual Results

      The SLA information is in an inconsistent state

      Workaround

      Execute the SLA recalculation endpoint to correct the SLA information 

       

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            [JSDCLOUD-9491] SLA calculated incorrectly when you change issue type of an issue and the SLA cycle has completed

            Himanshu Malhotra added a comment -

            As per the SLA documentation:

            We don’t recalculate, or touch in any way, cycles that have already been completed. A cycle is completed when a request fulfills the Start and Stop conditions (depending on your configuration and events, another cycle of the same SLA might then be started).

            This is not a bug but a feature in the product to correctly keep track of the SLAs that are completed.
            Marking this ticket as closed.

            Himanshu Malhotra added a comment - As per the SLA documentation: We don’t recalculate, or touch in any way, cycles that have already been completed. A cycle is completed when a request fulfills the Start and Stop conditions (depending on your configuration and events, another cycle of the same SLA might then be started). This is not a bug but a feature in the product to correctly keep track of the SLAs that are completed. Marking this ticket as closed.

              8a3861d8a88c Manas Shukla
              skahol Swati Kahol
              Affected customers:
              12 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: