SLA error

[Felipe Rodrigo P. P. de Lima]

Great day to everyone.

My SLA is set, but as we change statuses, the SLA is changing to the wrong value. As the screenshot below while I was in the status "Planejamento" and priority "Baixo" is showing 18h that is correct, but when I change to the status "Fazendo" the value of the SLA is wrong, as if it were in the priority "Médio". Also the statuses "Interrompido" and "Pausado" are also wrong. They are like all the remaining items.

Here is my Workflow:

I have a validator from the status "Planejamento" to the status "Fazendo" and other validators from the status "Encerramento" to "Concluído", I also have a post function to change the Resolution to "Finalizado", but I believe they are not responsible for this problem:

I've read several posts about SLA issues, but I haven't found any that fit the issue I'm having. I apologize if it's something too simple to fix, but I've been testing it for weeks and I still have these SLA issues. If anyone can help me explain what I'm doing wrong to give this problem, I'm very grateful.
Anyway, thanks for your attention.

[Angélica Luz · Accepted solution]

Hello @Felipe Rodrigo P. P. de Lima,

Thank you for reaching out to Atlassian Community!

Testing on my local site, I created two new SLAs and used the same JQL as you and I was able to replicate the same issue.

I created a ticket with the priority Low and then, and the SLA was showing correctly (45h remaining). Once I transitioned from Escalated to Pending, the SLA somehow “inherited” the goal from the Pending SLA where the goal for Low priority is 9h.

Ticket transitioned to Escalated showing the correct SLA:

Ticket transitioned to Pending where the SLA for Low priority is 9h:

After that, I edited all JQLs on each goal and removed the “status = Escalated AND”/“status = Pending AND” and just let the priority and it fixed the issue.

SLAs of the same ticket after editing the JQL:

Since the SLA is already set to start when “Entered the status: Fazendo” or  “Interrompido”, then it’s not necessary to also filter the status on the JQL. 

Please, edit the JQL on all SLAs and let only “priority = priority-name”:

Take your time to test and let us know how it goes.

​​Kind regards,
Angélica

[Felipe Rodrigo P. P. de Lima]

Thank you very much for the help, it finally worked, I was very happy. Sorry for the silly question, I saw that it was very simple to solve, but now I've learned.

[Angélica Luz]

Hi Felipe,

I'm glad it's working now!

Honestly, I didn't know that adding the same status on the JQL and on the "Start counting" would cause that, but since it was a duplicated information, I tested to see what would happen, so don't think it was a silly question, we both learned something new :D

Hope you have a great weekend!