SLA keeps counting when importing resolved issues on JIRA

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    • Type: Suggestion
    • Resolution: Low Engagement
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    • Component/s: None
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    • 4

      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.

            Assignee:
            Unassigned
            Reporter:
            Rodrigo Rosa
            Votes:
            5 Vote for this issue
            Watchers:
            4 Start watching this issue

              Created:
              Updated:
              Resolved: