Details
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Suggestion
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Resolution: Low Engagement
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0
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4
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Description
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
When importing a ticket with a resolution set on JIRA, the SLA metrics won't stop counting for that ticket since it wasn't transitioned, which can affect metrics for customers.
Suggested Solution
Imported issues should have its SLA calculated based on the date that the resolution was set.
Attachments
Issue Links
- relates to
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JSDCLOUD-4525 SLA keeps counting when importing resolved issues on JIRA
- Closed