FAQ: Recalculation

Owned by Derya Özdemir
Last updated: Oct 25, 2023
2 min read

This page is about Time to SLA for Jira On-Prem. Using Jira Cloud? Click the Cloud button above.

Below are some answers to questions we're commonly asked about creating SLA reports. For help with something we haven't addressed, please contact us.

Why am I getting an error when I try to recalculate my issues?

That might happen because you have too many issues. Please separate your issues and try again.

Something is wrong with my SLAs. What can I do to fix them?

Try recalculating your issues to make sure they are updated.

When should I tick “Exclude Finished SLAs”?

To better understand this, let’s say you’ve decided to change the priority of an issue from 6h to 4h. If you were to recalculate an SLA that is met at 5h in that case, it would now appear as EXCEEDED. This would be an incorrect value. Exclude Finished SLAs is useful for making sure such cases don’t happen.

Can Time to SLA recalculate the SLA of closed/resolved tickets?

Yes, Time to SLA calculates all of the issues recording the scope of the JQL that you run on the Recalculation screen. However, if you want to exclude the closed issues, you can add a JQL such as status != “DONE”.

Moreover, if you want to make any changes to the Goal area of the SLA configuration, and if you want to exclude the closed issue from this change, you can add multiple goals, as demonstrated below:

Also, if you want to add a new condition (Start/End/Pause/Reset) to your existing SLA definition and make sure your closed issues are not affected by this change, here are all the possible ways:

  1. If you don’t recalculate the closed issue, the SLA Panel will show the data regarding the previous configuration.

  2. However, Time to SLA does calculate the SLA data with the issue updates, which means if any user updates the closed issue, this process will affect the SLA data with the new configuration. To avoid this problem, you should create a new SLA definition that excludes closed issues. For example, this can be SLA1 for closed issues, and SLA2 for new issues. You can limit the scope of these SLAs using JQL options, such as:

resolutiondate > 2022-12-14 for SLA1

resolutiondate < 2022-12-14 for SLA2

I'm unable to recalculate an issue. Why?

It could be that you don’t have permission to edit the issue or the scope of the project. In this case, you won’t be able to recalculate it.