SLA working on one project but not another, need help seeing the differences

[Brody Reynolds]

Hey All,

Having a problem with SLAs in Jira Service Management. We currently have two projects spun up, IT Service Management and Action Register, the IT Service Management SLAs are working correctly (and haven't been changed from default) but the Action Register ones aren't showing anywhere (they used to pre and post Workflow changes but then I changed something on the SLA screen and no good).

Attached screenshots show the differences, I do have the SLA fields enabled in the view but they aren't showing up.

[Brody Reynolds · Accepted solution]

For anyone looking for the solution to this it ended up being pretty simple but was due to me missing knowledge.

Basically, I had set No Target in the Time Goal section which means it had nothing to count against. Now, the main knowledge gap was that I though that Time Goal was only for if you were tracking time not date, it works as below.

If you are tracking by date, setting the Time Goal section will make it so it tracks "the time you need to have this done within (x) time of the due date"

When I filled in the Time Goal section, everything started working as intended.

[John Funk]

Hi Brody,

What is the Issue Type for the Test 4 issue in the Action project?

[Brody Reynolds]

Hey John,

Apologize for the delay, I was on leave from the 2nd-12th.

The Issue Type is Action. We have multiple Issue Types setup for the project.

[John Funk]

Do you SLAs setup for that issue type? 

[Brody Reynolds]

I tired the default of "all remaining issues" as I wanted it to cover all the issue types, at least to start with.

I have tried using the JQL to cover "issuetype= Action" but I still can't get the SLAs to display anywhere.

[John Funk]

Sorry for the long delay. I would go ahead and open a support ticket with Atlassian. Please post back here with the resolution so others can see. Good Luck!

https://support.atlassian.com/contact/#/