SLA counting is not being performed

[Flavia Helena]

Hello community!
I'm creating a project in a JSM instance and have configured the SLA as follows:

"Ticket category" = "Service requests" OR "Ticket category" = Incidents
And the priority is:
High                                           24/7 Calendário (Padrão)     3h
Medium                                     24/7 Calendário (Padrão)     12h
Low                                            24/7 Calendário (Padrão)    168h
All remaining priorities              24/7 Calendário (Padrão)    No goal

Starts timing when...
Comment: From customer
Item Created
Status entered: Open

Pauses timing during...
Status: Waiting for customer

Stops timing when...
Resolution: Defined
Status entered: Completed by customer
Status entered: Resolved

Whenever a ticket is created on my board, it starts with trivial priority. After that, I assign the priority and when assigned the priority, I expected Jira to calculate the SLA. However, when I assign a priority to the ticket, the countdown isn't starting. The funny thing is, I have an SLA configured this same way in another JSM instance, and it works perfectly.

I've already looked in the settings, but I can't find the reason why this is happening.
This is an example ticket. Note that the SLA field on the right doesn't even appear.

[Christopher Yen · Accepted solution]

Hi @Flavia Helena 

I would double check the "Apply to work items" section, I'm not too familiar with ticket category, if you're using a different issue type for service requests vs incidents I would try using issue type for the query. See below an example of using issue type (work item type)

[Flavia Helena]

Thank you @Christopher Yen 

I used filtering in jql by type and it worked.

[Flavia Helena]

This is an example ticket. Note that the SLA field on the right doesn't even appear.