SLA keeps counting for closed issues imported via CSV

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

You notice that SLA does not stop for imported issues via CSV even they are in Done status with the Resolution field set. SLA keeps counting for closed issues imported via CSV.

Environment

Jira Service Management Cloud

Diagnosis

  • You have an SLA configuration to stop the SLA count when the "Resolution" field is set. 

  • The imported issues via CSV are in Done status with the Resolution field is set (not empty).

  • You notice the SLA keeps counting.

Cause

Jira Service Management calculates SLA based on the issue history. Since all imported issues via CSV don't have any issue history (except issue creation event), the SLA keeps counting. 

Solution

Option 1

The steps below are for company-managed projects.

If you don't wish the imported issues to have SLA at all, you can do the following:

  1. Create a new custom field (or use the existing one) by going to > Issues > Custom fields > Create custom field
    1. You can select any custom field type that you prefer.  In this KB, we will choose "Select List (single choice)" field
  2. Add a name and option (Yes and No) > Create > Associate it with the affected Service projects screens.
  3. Go to Project settings > SLAs > Expand the SLA you want to edit > (...) > Edit
  4. Click "+" under Goal to add a new Goal
  5. in JQL section, add the custom field you created like:

    "Imported issue[Dropdown]" = Yes
  6. Save (leave the Time Goal to be empty) > Save
  7. Bulk edit the imported issue to set the value of "Imported issue" custom field to Yes. Please visit Edit multiple issues at the same time to learn more.
    1. If you still have more issues to be imported via CSV, you can add another column to set the value of "Imported issue" custom field to Yes during the import process. This is to avoid doing Bulk Edit again.

Option 2

If you wish to keep the SLA and stop it from counting, you can perform Bulk Transition for the imported issue to the same "Done" status. This would add a new issue history where the issue is transitioned to Done status. Please note that the SLA calculation will be stopped based on the time you transition the issues to Done status. Please visit Transition multiple issues to learn more.


Last modified on Feb 21, 2022

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