SLA Queries

Natalie Bateman

Hi, 

I have set SLAs against response times for the Issue type "Bug" and the Priorities P1 - P4.  However I am having some problems with them updating if there are any changes.  I don't have any SLAs against any other type of Jira ticket.

Changing the type - in some instances customers are raising things against "Bug" and then I change the type to "Support", in this instance the time to first response shows although I do not need it to.

Changing the Priority - The when a Bug is raised it looks as though the default priority is set at P2 (although there is no default priority in my projects settings) and when I make a change to lower the priority it is not updating the SLA.  

I am sure it is something I am not seeing so any help would be appreciated.

Thanks

Natalie

Petter Gonçalves

Hello Natalie,

Welcome to Atlassian community!

Can you please provide us a screenshot displaying how you configured your SLA goals and their start/pause/stop conditions?

This info is required to further troubleshoot both incoherent behaviors you are facing. Without having this, I suggest you check the following:

1 - Confirm if your issues are resolved

If issue data changes in such a way that the goals for the issue change (for example, the priority changes from Critical to Blocker), the time against the previous goal will be tracked against the new goal, for open issues only. 

2 - About this sentence:

in some instances customers are raising things against "Bug" and then I change the type to "Support", in this instance the time to first response shows although I do not need it to.

We will be waiting for the screenshot to better understand how your SLA is configured, however, it is expected behavior that the SLA is applied for all issue types in the SD project, however, the SLA should not have the same goal once you change the type.

For more information about the data provided, you can check the documentation below:

Setting up SLAs