Time to First Response SLA not working properly
Asked by Ahmed Hilal:

I'm working as Jira administrator in my company, and we faced a problem after setting up a new holiday.

The problem is related mainly to "Time to first response" SLA, as it most of the time breach although the responsible teams act rapidly to all tickets -sometimes within 10 minutes-.

We tried to make a re-index for the affected projects, update the calendar and refresh the SLA, but we didn't succeed in fixing the problem.

Please let me know if there is any solution for this problem that we can try.


Answers:
author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Ahmed Hilal](/t5/user/viewprofilepage/user-id/5483271)

You can try our addon [SLA Time and Report for Jira](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_Time-to-First-Response-SLA-not-working-properly_20240425).

Steps to set up Time to First Response on our addon:

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/326279i578DE1764E95570C/image-size/large?v=v2&px=999 "1.png")  
Time to First Response  
Choose the project you want to monitor, period, amount of days, and refresh intervals:

![2.png](https://community.atlassian.com/t5/image/serverpage/image-id/326280i8DD77E70032FBAD1/image-dimensions/252x395?v=v2 "2.png")  
After filling in the fields, click the "Save" button. As a result, you'll get:

![3.png](https://community.atlassian.com/t5/image/serverpage/image-id/326281i32BA5DCB137C6B9B/image-dimensions/294x215?v=v2 "3.png")

I hope I've helped you!

The application has a [30-day trial period](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_Time-to-First-Response-SLA-not-working-properly_20240425) and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings


author: YY Brother
body: Hi [@Ahmed Hilal](/t5/user/viewprofilepage/user-id/5483271)

Welcome to our Community.

Could you please attach SLA configurations screenshots and a SLA breached ticket screenshot?

Thanks,

YY?

comments: author: Ahmed Hilal
body: Hi [YY?](https://community.atlassian.com/t5/user/viewprofilepage/user-id/4083879),   

![Breached Tickets Examples.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/320472i3D868DB19F94AE2B/image-size/large?v=v2&px=999 "Breached Tickets Examples.jpg")![Calendar Settings.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/320470i04F06985D114C255/image-size/large?v=v2&px=999 "Calendar Settings.jpg")![Time to first response SLA.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/320471i735CCBDA9E1F94F4/image-size/large?v=v2&px=999 "Time to first response SLA.jpg")


author: Ahmed Hilal
body: Noted that, we've the **++SLA++ ++**u**pdate++**icon all the time, that we can't handle or fix.


author: YY Brother
body: Hi [@Ahmed Hilal](/t5/user/viewprofilepage/user-id/5483271)

Thanks for those screenshots.

The Time to first respone of -12min means that this ticket is has exceeded the SLA target by 12 minutes (SAL breached).

Please go to the 1st ticket MUSUP-812439 to verify it:

a?what priority it is;

b?what SLA target it is;

c?ticket created time;

d?ticket 1st response time;

e?calc the actual sla value = 1st response time - created time (excluding non-workin hours);

f?compare the actual sla value with "Time to first respone of -12min".

Thanks,

YY?


author: Ahmed Hilal
body: Hi [YY?](https://community.atlassian.com/t5/user/viewprofilepage/user-id/4083879),   

A) It's Low priority.

B) Time to first response should be within 2h

C) Created time: 23/Apr/24 9:44 AM

D) First response: 23/Apr/24 9:45 AM \[after just one minute\].


author: YY Brother
body: I can't figure out any reason. It might be related to this reminder:

"we've the **++SLA++ ++update++** icon all the time, that we can't handle or fix".

Please raise a ticket to Atlassian Support.

Good luck!


Tags: data-center

jira-service-management

jira-service-management-data-center