How to set different SLA when request received from EMAIL

Swapnil Pandey_8mcfo9

Hi Team,

I have configured 3 types of SLA in my JIRA service Desk i.e.

 

1. Time to first response

2. Time to Workaround

3. Time to resolve.

 

Above is not working fine when we received ticket via EMAIL option from user.  Time to workaround SLA is not displaying in ticket in this case.

 

Regards,

Paras Govindani

 

 

Angélica Luz

Hi Swapnil,

Welcome to Atlassian Community!

Just to make sure we are on the same page, I would like to confirm if you added the JQL containing the issue type or request type for tickets created by email.

Can you please send a screenshot of the SLA configuration?

When did this issue start?

When you first created this SLA, did it work and then stopped or it never worked?

Regards,
Angélica