How to add a new SLA in JIRA?

[sadia]

Hi there, how to add a new SLA in JIRA? Whenever I want to add a new SLA, I edit "Time to first response" and then save the changes. After saving,I receive a notification regarding the changes made. However, when I refresh the page, the changes made are not applied.

[Petter Gonçalves]

Hello Sadia,

Welcome to Atlassian community.

Indeed, there are some old bugs and settings that can be causing this issue. In order to better troubleshoot the problem and reduce the possibilities, please provide us some more information and try to perform the following steps:

1 - Are you using JIRA Server or Cloud? If you are using JIRA Server, can you provide us the version?

2 - If you are using JIRA Cloud, are you using a next-gen Service desk project or the classic one?

3 - Try to delete and recreate the SLA Metric. Check if the same problem happens in the new metric

4 - Try to add the calendar with the default Calendar (24/7) and switch it back to the correct one once it is created

5 - Check if the same problem happens in a different browser

6 - Can you provide us if you are using any plugin to integrate your Service Desk with CRM? If you have, schedule a time to turn off the plugin and check if it solves the problem

7 - Check if the same problem happens with a different (Simpler) JQL query in the goals. Like:

issuetype != bug

We will be waiting for your results.

[sadia]

Hi, I am using classic JIRA Cloud. I tried deleting and recreating SLA metric but it did not work. Also I have tried steps 4, 5 and 7 but the issue still exists.

[sadia]

I have executed all of the above mentioned steps but it is still not working. It looks like a bug.

However, there are 8 issues in the queue and their SLAs are in negative since they are opened for quite some time. Do you think that is the reason for it? As it might not be able to update SLAs.