• Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      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.

          Form Name

            [JSDSERVER-4525] SLA keeps counting when importing resolved issues on JIRA

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              Unassigned Unassigned
              rrosa@atlassian.com Rodrigo Rosa
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                Resolved: