Low Issue Summary
The SLA documentation mentions SLA status is not recalculated for resolved issues:
The SLA status is only recalculated for open issues, not for resolved issues.
However, SLA status for resolved issues is recalculated by changing the Stop time on an SLA.
Steps to Reproduce
- Create a Service Desk project
- Create an issue
- Resolve the issue
- Note SLA status and SLA timer has stopped for SLA Time to resolution, as an example.
- Change the SLA Stop (Finish counting time when) condition in the project settings from default Resolution: Set to another value.
- Tested with: Entered Status: Canceled, Comment: By Customer, Due Date changed.
- Return to the resolved issue and note the SLA status and SLA timer are active, even though the issue is resolved.
Expected Results
No changes to an SLA will impact the SLA status for resolved issues.
Actual Results
The SLA becomes ongoing again which can verified in SLA audit logs.
- Issue resolved within 1h SLA:
- After changing Stop condition:
Workaround
Currently there is no known workaround for this behavior. A workaround will be added here when available
