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Suggestion
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Resolution: Low Engagement
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None
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None
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None
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0
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4
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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.
- relates to
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JSDCLOUD-4525 SLA keeps counting when importing resolved issues on JIRA
- Closed
[JSDSERVER-4525] SLA keeps counting when importing resolved issues on JIRA
Resolution | Original: Won't Do [ 10000 ] | New: Low Engagement [ 10300 ] |
Status | Original: Closed [ 6 ] | New: Closed [ 6 ] |
Resolution | New: Won't Do [ 10000 ] | |
Status | Original: Gathering Interest [ 11772 ] | New: Closed [ 6 ] |
UIS | Original: 1 | New: 0 |
Workflow | Original: JAC Suggestion Workflow [ 3012926 ] | New: JAC Suggestion Workflow 3 [ 3649972 ] |
Workflow | Original: Confluence Workflow - Public Facing v4 [ 2664809 ] | New: JAC Suggestion Workflow [ 3012926 ] |
UIS | Original: 2 | New: 1 |
UIS | Original: 1 | New: 2 |
UIS | Original: 2 | New: 1 |
Support reference count | New: 4 | |
UIS | Original: 3 | New: 2 |
Workflow | Original: JSD Suggestion Workflow - TEMP [ 2326000 ] | New: Confluence Workflow - Public Facing v4 [ 2664809 ] |
Status | Original: Open [ 1 ] | New: Gathering Interest [ 11772 ] |