Fault with SLA on Jira Cloud

[Ashley Hill]

I have recently implemented Jira cloud within our business which is working really well, however I have found that recently some requests come through with no SLA. Upon investigation they should have SLA's as they meet the criteria. If I then go into SLA and click edit and save without making any changes to force a recalculation, the SLA suddenly is applied to the request. 

This is a serious fault that needs to be addresses. Is there a way this can be logged with Atlassian?

[Mike Bowen · Accepted solution]

Hi @Ashley Hill 

Yes, raise a support request with Atlassian. Go here: https://support.atlassian.com/

Login and raise your request against the product Jira Service Desk. 

-Mike

[Ashley Hill]

Thanks for your help Mike

[Zoryana Bohutska _SaaSJet_]

Hi @Ashley Hill 

In case if you will need to set SLA option for non-Service Desk project you can via add-on SLA Time and Report.
It lets create and track SLAs for issues in Jira Cloud.
This app lets you configure SLA Timer by start, stop and pause statuses and by setting a time limits.
But pay attention that the application counts SLA time for issues from Service Desk, but cannot configure it.