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Jira admins see misleading SLA metrics that hide unresolved customer issues
.68
Demand — how loud & how many (score)
Willing to payImplicit
Momentum (7d)▼ 1.4%
Cluster16 posts · 15 people
MarketplaceAtlassian Marketplace
Updated20d ago
The story
The pain
We track SLA compliance and hit high percentages, but the numbers don't reflect real service quality. Tickets are marked resolved within SLA only to be reopened, or they sit in waiting statuses while the clock keeps running. The metrics look good to management but hide the fact that customers aren't actually getting their problems fixed.
Evidence
What people said · 16 complaints, 15 people
The SLA is technically Met because an automated macro fired or an engineer commented Looking into it but the customer or internal dev still sits there waiting three days for an actual fix
Our average resolution time looked great, but it completely hid the fact that tickets were spending 80% of their lifespan stuck in Waiting for Review or paused on an external cloud vendor
One customer had three tickets for the same issue. Each was marked as "resolved within SLA." Each one was reopened a week later. Technically, it was a perfect score. In reality, we just kept closing the ticket instead of actually fixing the problem.
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