You need to define a different calendar for the agents. Scroll down to the Jira Service Desk section and choose Configuration. Sample 9-5 calendar. Easily create SLAs, check real-time reports, and begin to improve your service. 2. You might want to also add a "AND "name of SLA" = running () to get. Out of the box, JSD comes with 2 calendars: a 9-5 weekday calendar and a 24x7 calendar. the SLA can restart when the resolution is cleared if required. Impact measures the effect of an incident on a business' processes. For ongoing cycles, this value may change over time, along with remaining_time_msecs. Tip 4: Use “current user” to create queues that work for all your agents. Some features I’ve seen that would be really useful that we don’t get in Jira by default, or bugzilla: 1. You can also view the number of SLA fields being used, and clean up unused fields. Service desk scorecard - Customer experience. This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. This is used when no calendar has been assigned to an SLA goal. Select Add rule. As teams grow it is important for Project Admins to think about how they structure. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. If you want an SLA to start over then this will occur if transition from the Stop (closed, rejected) to the Start (create, reopened, etc). Let’s walk through our five work categories: Service requests: These are general request types for request basic support, new hardware, VPN access etc. There will be as many previous cycles as times an SLA is reset. See documentation. Jira Service Management. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. For example if you only want an SLA on a single request type, say Building Access, you would would write a JQL like “customer request type” = “Building Access” with a goal. Create SLA calendars and reuse existing calendars to reflect your team’s working hours. For example, the IT service desk provides different services to all requesters, and each service item has a unique SLA that details the service that will be. Rule run optionsI also have a need for my non-business hours SLA calendar to include Holiday days excluded from my business hours SLA calendar. Jira Service Desk - 4. Select Create custom field in the top-right corner. To manage these settings: Choose Administration > Applications. Note that SLA calendars are unique to each service desk project. The query above will return the SLA information (for all SLA fields types) for ticket TEST-1 and TEST-2. Service Desk SLA works independently, You cannot set custom fields that time will be taken from and included in SLA calculations. Multilevel SLAs can support a business's customers or the business's various internal departments. This article is a detailed explanation on how Jira calculates for the Average Time to Resolution SLA in this report. Resolve. You can then have Automation for Jira transition to that special status and back to effectively reset the SLA counter. It details the regular and additional services offered and the level of service. It provides a sense of the service desk’s efficiency and can be associated with. 2. . Jira. I see that you are using Jira Service Desk Server and have some questions about the database tables in use here for SLAs. If yes, specify the name of the existing project. See the image below for how you could set up this SLA in Jira Service Desk:Jira Service Desk is an awesome application that can help you and your team be more productive while being fun to use at the same time. Agents do not have the permissions to add new queues or configure existing ones; however, Jira Service Management queues allow you to automatically triage and prioritize issues for. Set the hours for whatever you need. If you are building an Atlassian Connect app to interact with the Jira Service Management Cloud REST API, authentication is handled by JWT (JSON Web Token) technology. The problem was I had a screen that set resolution and I also had a post function on the transition that set resolution. All existing SLAs are displayed here. IT service management, often referred to as ITSM, is simply how IT teams manage the end-to-end delivery of IT services to customers. Choose the widget options that fit your needs. You can add JQL as "Request Type" = "Fix an account problem (ITSM)" Please note: here ITSM is my project and Fix an account problem is my request. For example, setting up a workstation when a new hire starts. Browse through our whitepapers, case studies, reports, and more to get all the information you need. You can then assign that calendar to an SLA. 2 - Time to Resolution. See the image below for how you could set up this SLA in Jira Service Desk:On JIRA Service Desk 3. Here is a Guide on SLAs - what-are-slas-and-where-can-i-see-them-in-my-service-desk. 1 answer. This report shows the big picture. A key focus in ITSM is processes: creating and enforcing a set of rules for how an IT service desk operates, and how it interacts with customers, in order to increase the efficiency, pace, and quality of responding to support. If there's any errors or warnings that relate to your import, like duplicate SLA names, you'll be informed. How SLA goals report calculated taken from Reporting for SLAs: #GOAL_SUCCESS_PERCENTAGE (for the last 7 days) = SUCCESSFUL / TOTAL #SUCCESSFUL (for the last 7 days) =. Answer accepted. Things to Remember. -open SLA Time and Report for Jira and add a new SLA Configurations with the Negotiated date SLA goal type,-choose the conditions you need,-set up sending notification to one person or a group of users (for example, send one notification on August 10 (the date indicated in the custom field) and the second notifications at 9 a. Solution. For example, if you want an issue to auto close after 36 hours without when there is no response from the customer, select the relevant statuses to start and stop the SLA and adjust the hour goal as shown in the example below. Access all features in Jira Service Management; Manage users and roles in service projects; Set up customer portals, request types, queues, reports, and SLAs; Perform all tasks that agents can; Agents. Manage any business project. Enter "Requests by region" as the Name. Make a list of the things customers ask. JIRA Service Desk lets you control exactly when time is tracked, letting you start, stop, and pause the counting based on the status of an issue or when the issue changes (for example, a comment is added). Making the switch to in-timezone support. JQL queries have an order of elements that need to be followed when creating SLAs (service level agreements). This page lists the SLA-specific JQL conditions you can use to query the SLA data in your service desk, as well as examples for creating some common JQL queries on SLAs. m. What are work categories? There are five main IT Service Management (ITSM) work categories in Jira Service Management. You control the SLA period under the Goals section. Secondly you will also need to add an automation in the same area for when a user replies, it will transition from the reminder statusses to for example "response received" to stop the SLA timers. Yes, we are at Jira Server. Phoenix Nov 23, 2017. Hey @khalid alqahtani. Customers do want to know that you are responsive and are communicating so. TTS also uses slaFunction keyword for searched. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. Decision. For example, if you’re in Sydney. Select Add SLA. If the first responder can’t resolve an incident, they circle back to the service desk, which escalates the issue to the appropriate next line of defense. For example: project = Test. There is currently no functionality for this in Service Desk. The creation of a new SLA will result in the creation of a new custom field. Here's an example of the conditions set for the Time to resolution SLA. Stop |Time to first response |IT Service Desk| |comment-sla-condition-factory |Stop |Time to first response |IT Service Desk| |status-sla-condition-factory |Stop. See Example: creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA is met. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. : Time to resolution. You can also view the number of SLA fields being used, and clean up unused fields. It shouldn't be overdue, as the Time Goal for this one is 16h. Making the Time Goal dependent on the time when the issue was created is not possible in my opinion. E. It’s best to place the Sprint Health in the upper-left so everybody can see who’s working on the sprint. For example: Then you can use a Set Field Value or Set Field Value of Linked Issues post function to copy some of this to a custom field. Here's an example of how you might create a more dynamic SLA by pausing the time counter until a specified due date has passed. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. Otherwise, this article applies. For example, you may pause an issue's SLA clock when the issue's status is set to "waiting for customer". Overview. As an example, your SLA. I wanna create a relationship between SLA and Calendar. Maybe some issues were not from Jira Service Desk but from Jira Core or Jira Software. Jira Service Management creates duplicate tickets for each message sent to the connected email account. We’ll cover Jira workflow best practices as well as some practical examples. Under Time goal, set up a target time for the issue to be resolved. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a JIRA projectId, and projectName. task_2 is the consecutive task which has dependency to task_1 and so the planned start date is 09. m. As such there is a natural overlap in functionality between what is provided by Jira Service Management and what is provided by the Jira platform. Teams and customers need this. ; Only Service Management Agents are able to view the SLA metrics on a particular issue. ”. And Friday starts 8:30 am to 13:30 pm, 5 working hours. Scroll down to the Jira Service Desk section and choose Configuration. These SLAs are based on the following parameters: Start and Stop Events: Time Limit SLAs can begin and end based on. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. Hi @laknath. Create a project key or use the generated key. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. JIRA Service Desk is built upon the. SLA breaches. In other words, lead time starts when an issue is added to the Backlog in “New“ status and ends when it is moved to. 4) Bring It All Together In A Help Desk Dashboards. Together, these automatically close incidents three business days after an agent resolves them. In your WF this is either Rejected or Closed. Confluence. Stop condition can be defined by the first response provided by a support team member. SLA not generating in report correctly. May 03, 2021 • edited. I'm trying to configure my service desk. Performance. In our example, the name will be “Location”, and the options will be the different team locations. Mail server rules that redirect to the specific JSD portal email address based on analyzing the reporting customer’s email address and / or keywords in the email. To define SLAs for different priorities, it can be done in different rules are a single rule. Jira Service Desk. This tracks hours from 9am to 5pm, Monday through Friday. Hi Is it possible that reporter set SLA time? for example there would have existed a field in create screen of Service desk and reporter set her/his own time in this field and this time place in SLAs Part of issue screen. 2. SLA’s can be configured based on queries written in the Jira instance. JIRA Service Desk lets you control exactly when time is tracked, letting you start, stop, and pause the counting based on the status of an issue or when the issue changes (for example, a comment is added). How to replace a long hardcoded IF-ELSE structure with compact/smart approach in Automation. One of the most popular tools for setting SLA for Jira items is Jira Service Desk. If you are after an introductory, high-level view of the Jira REST APIs, then the best place to start is the Jira REST API home . on the. create a rule to capture when the SLA is breached. “Check the car exterior”: To be assigned to resolutor C and having SLA= 2 days. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. Communication templates are one of the most helpful tools during an incident. It helps your agents prioritize issues, and identifies the required time for actions to be taken to resolve. Setting up the SLA time metric. You don’t need to recopy the code. Is there an option to create/modify SLA in Jira SM using API? I am researching an option, because we want to avoid human errors during routine operations. Nov 22, 2018. Read more about JQL syntax. Connect app scope required : WRITE. Most of your request types will belong here. Suggestion. Check out Example: creating an SLA with multiple cycles to learn how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Reporting on SLAs. 1. Select Next. SLA’s represent agreements between an organization and its customers regarding response and/or resolution to tickets. ) are specific for each SVD project. Benefits of migrating to Jira Service Management from Halp; Requirements for using the Halp migration tool; Migrating from Halp to Jira Service Management basics; Connect cloud site to Halp; Create a new service project for your Halp queue; Invite Halp agents to Jira Service Management Create overall satisfaction, SLA & custom Jira reports & charts across all of your Jira Service Management projects within minutes. The major difference between this and the example you posted is that this SLA ends when the issue is actually closed, rather than when the customer comments. For example, you could use several Pie Chart gadgets with a separate filter for each. filters issues whose SLA cycle's clock meets a specified time condition before the issue will breach an SLA goal; For example, if you want to find requests that have been waiting. You must be an administrator to create or edit reports. Regarding your issue, you can set Priority #1 as a Start condition, where 2 and 3 priorities will be a Stop condition. Since it has been built on the same platform, this solution connects seamlessly with the company’s popular project management system—Jira Software. If you edit an existing SLA, Jira Service Desk will re-index all the existing issues in the project; the re-indexing will ensure that the SLA status on the open. SLAs explained. For example, integrate it into the support section of your website, or have a get help menu on your mobile plugin, or hook up alerts from a system monitoring tool to create incidents in Jira Service Management. To create a report to see how many requests come from each location: From your service desk project, go to Reports. SLAs should be created for the desired outcomes of the customer. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. Any of the gadgets that use filters as their search results can be configured with SLA's. A Jira Service Management Guide for Support Teams. Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. You must be a registered user to add a comment. For example: A customer-facing service is down for a sub-set of customers. The level of customer satisfaction (CSAT) This is arguably the most important metric for many IT service desks given that they exist to serve their customers. Things to Remember. It would be great to have parts of the Service Desk visible on a wallboard: SLA statistics; Due dates; New issues on the queue; Issues waiting for first response. To create a new calendar in your service desk project:Vidhu Sharma JIRA Service Desk - Product Manager Currently, the service level agreement (SLA) feature only allows the entry and display of SLAs in hours. Define a list of goals for your SLA based on time to resolve, working hours and issue types. Client opens a P1 ticket -> we have a commitment to send updates everyone hour. One filter could display active non breached SLA's, the other could show breached SLA's. Jira has built-in workflows that you. Enter a name for the sample project. In today’s business world, the competition is fierce. These categories are pre-built into the IT service management template, but they can also be added to any of your projects through the Features page in your Project settings. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. Mar 18, 2019. Within Time to SLA, you can also set up custom notifications after an SLA has been breached to keep sending. This is the reference document for the REST API and resources provided by JIRA Service Desk. 2. It lets you tailor SLA timers to Jira issues. Service Period. Service desk and customer support. Each Jira workflow is composed of a set of statuses and transitions that your issue moves through during its lifecycle. See allThe purpose of this knowledge-based is to explain further on how SLA goals vs SLA success rate report in Jira Service Management is calculated. In the SLA configuration of a Jira Service Management project you can indicate that the Time Goal is, for example, 8 hours. A goal, which defines the target to be met. Automated workflows and SLA management. example: "Time to resolution" = breached () So you could put your "name of SLA" = breached () and those will return the issues that are breached. In particular, rather than focusing on the internal workings of the service desk (which will be the focus of future scorecards), this scorecard focuses on. Instead, use truthful measurements and metrics in your SLAs, reflecting the customer’s actual desired outcomes. In this case, you can try third-party solutions like SLA Time and Report. Connecting Jira issues to the rest of your tools helps break down barriers and unleash the potential of your team. Both. Email this Issue and Jira Automation are both quite useful if you want to do more sophisticated mail rules right within Jira. requestFieldValues is a map of Jira field IDs and their values. View topic. For example, if you have setup that the resolution has to be set, and you forget to set a resolution in your issue, the SLA will not stop. You can also run summary reports to stay on. With how our Jira Service Management is set-up majority of customer requests filter through the Help Desk Project first to be triaged and then routed appropriately. Customize SLA timers to your Jira issues, specifying start/stop conditions. 24 hours a day and seven days a week means the service desk is continually staffed. You can also view the number of SLA fields being used, and clean up unused fields. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. 2. Create an SLA. This is a very convenient and useful feature, without which working with Clients would be less transparent and comfortable. For example, if your business operated in New York and Rio de Janeiro, your service project agents can add a location label to requests from each region. Most times, the issue is just simply passed on to the appropriate team's Project but because it started in the Help Desk Project the SLA that was assigned within. See all smart values related to Assets in Jira Service Management Cloud. A service-based SLA is offered when the agreement is based on the service or product chosen by the customer. Or If Priority is Medium, resolution is <5 days, etc. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. To create a new calendar in your service desk project:Answer accepted. For example: Suppose I have the type of task "Buy a car" with SLA= composed of four subtasks: “Get car price”: To be assigned to resolutor A and having SLA = 1 day. -5 p. service and technical solutions in support of campus wide technology. You can also view the number of SLA fields being used, and clean up unused fields. For example, if you’re in Sydney (GMT+11), you’ll get timezone support between the hours of 8 a. Hi, I'm looking to change the way we report on our time to resolution SLA and looking for some help. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. SLA Met versus Breached (compares the number of requests that have met or breached a service level agreement (SLA) goal). You can set your own time parameters to notify agents or teams before an SLA is breached, so setting a custom notification of 2 hours before a breach is more than possible. Note: If the Major incident field doesn’t show up for your incidents, make sure you’ve added the field in your issue view. Then use that custom field in the JQL of your SLA definition: Priority = 1 and Calendar = Weekend. 0 scopes required: Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. Setting OpsGenie Alert Priority via a Jira custom field. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. The path that your issues take is called a workflow. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. See Field input formats, for details of each field's JSON semantics and the values they can take. In this guide, we’ll explore the power of workflows in Jira. Jira Service Management provides powerful built-in SLAs (service level agreements), so teams can track how well they're meeting the level of service expected. Product Manager, Jira Service Management. Workflows can be associated with particular projects and, optionally, specific issue types by using a workflow scheme. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. Select Save to confirm. Customer satisfaction report. A traditional SLA uses IT operational metrics such as Telecommunication lines must be up 99. Hi @Miguel Belen, You should make sure the due date field is available for your Service Desk project, as described in the documentation: For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. Be aware of the “watermelon effect”, where the service provider is meeting the metrics of the SLA (service uptime, for example), while failing to support your customer’s real goals. You can use the template for "Keep on top of SLAs" which uses the following criteria: WHEN -> SLA Time Remaining (select the SLA. How to set SLAs. Read more about JQL syntax . In this case, we can see a report of the resolution time averages by type of request: This report allows comparing different response times. An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures. SLIs are metrics used while evaluating SLOs. If this ticket is created outside of the hours it is set to True. Select Create project. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA. Enter "Requests by region" as the Name. Choose if you would want to share settings with an existing project. Update as of 24 Feb, 2017. A time metric, which defines how and when time will be measured. SEV 3: A minor incident with low impact. Choose a preset rule from the list, then select Next. 5. # Permissions: The calling user must be an agent. If you need to set SLA for non-Service Desk projects, you can use third-party add-ons. You must be a. Originally known as Jira Service Desk, Atlassian reintroduced the platform. Select Filters > Advanced issue search. Jira Software. To manage these settings: Choose > Applications. For more information about SLA design click here. Scroll down to the Jira Service Desk section and choose Configuration. If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm. In our example, we have the following groups of steps: Preparation (Record basic details) Evaluate product usage (Analyze how they use your product, Identify key points of value, Quantify the impact of cancellation, Determine ways to increase value) Contact the customer (Call the customer, Summarize why they want to leave) Process. “Check the car engine”: To be assigned to resolutor B and having SLA = 3 days. In addition, I would like to know if it's possible to set national/local holidays into the formula (configurable). SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. Hi Janna. You don’t do this on the triggers (start, pause, stop) rather you achieve this in the Goals section. This tracks hours from 9am to 5pm, Monday through Friday. You can also do this easily in JMWE for Jira Cloud, using the Nunjucks Tester to see the value of the SLA field. Chris Webber Jun 06, 2018. Your Jira admin or project admin can set SLAs in Project settings > SLAs. January 1, 2014 through December 31, 2014. 1) Event at 1 hour mark before SLA expires 2) 30 minutes before SLA Expires and 3) SLA Breached. As we can see, it is created and resolved within the same day, yet the SLA shown it to be overdue at -40h 20m. For any fault we receive, the SLA clock does not start until the following day. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. When a player creates a new ticket he gets automatic response with the following template: "Just confirming that we got your request. This ensures that requests with the highest priority are resolved first. 2019. JIRA Service Desk is built upon the. This report shows the big picture. Create a request type for each of the requests you'll handle. You can refer to this article and manually calculate it to verify the reports. All highest and blocker. One of the features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. . A time metric, which defines how and when time will be measured. There are 2 formulas here: 1. The other half is creating reports to benchmark and identify areas of improvement. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. This is a Service Level Agreement (SLA) between [Customer] and [Service Provider]. We’ll also discuss exactly why you would want to create a new Jira workflow, customized to your team’s processes, and how you would go about doing so. It gives the possibility to set the comment as a start/pause/stop condition for the SLA timer. 1 answer. If you need to start the countdown from a status change, for example, to High priority and within working hours, then you need to set your work calendar and a specific SLA goal of 6 hours for SLA configurations. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. each time target in a goal still has a calendar defined for it, you get the same flexibility as the previous setup. You assign the calendar with the holidays defined to the SLA's that you want to ignore holiday and it will. Select Projects > Create project. The pros of JIRA Service Desk. When email requests come in, it takes a lot of manual work to determine their request type. Percentage of SLA breaches relevant to open requests. Impact, urgency and priority are defined below. However, there are also limitations because SLA metrics are only visible for Jira Service Management agents on the issue view and queues screen. In the workaround described below, use. Jira Core. To manage these settings: Choose Administration > Applications. Update SLA via REST API JIRA Service Desk; Update SLA via REST API JIRA Service Desk . . To create a new calendar in your service desk project:Since this wait time is spent while the issue is in “In Progress“, it is included in the cycle time. Using simple forms, your customers can do a lot of the early leg work for your service project. An example of the service request process, in brief: A customer (internal or external) requests help from your service portal or via email. You won't be able to change the name of your SLA. NOT create a different SLA altogether what you want is to have a single SLA rule BUT have different Goals per org. Jira is great and it makes sense to start using it to handle incoming requests. To create a new calendar in your service project: IT Help Desk primary first level support. Originally known as Jira Service Desk, Atlassian reintroduced the platform as Jira Service Management with multiple enhancements designed to benefit modern support teams in the. Hi, We are experiencing an issue in that when we export our jira service desk issues so that we can run analysis on our sla times they are formatted in such a way that makes this difficult to do. 3. Select Projects > Create project. It does provide the actual time to first response, which is available with the out-of-the-box Jira gadgets. If using that version or higher, refer to Automating your service project. See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. In our setup, we have a servicedesk project per customer. See more about. I have a service desk project with the a sample 9-5 calender that is configured for 8 hours a day from Monday to Friday. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). Support want to complete all hardware requests within. All remaining issues 129h Sample 9-5 Calendar . There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should. Any of the. Jira Work Management. This way when the Priority change, a timer will stop and the new one. A goal, which defines the target to be met. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). How come we can't set the automation to WHEN look for SLA; IF component of ticket equals "TARGETED TICKET" AND "SLA field" < remaining("2m") and assignee = currentUser(); THEN Some. These SLAs are based on the following parameters: Start and Stop Events: Time Limit SLAs can begin and end. They can show the amount and types of service requests coming in to your team, and how you’re resolving them. We have one department that provides support 24 x 7 but has different SLA requirements based on when the ticket is opened. Apparently, if both are setup, then the SLA for "Resolution: set" doesn't get triggered.