nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

SLAs not working

Marius Schäfer

I get an error in Jira Service Desk Cloud. When I open a ticket I see the following error message on the top right. I think the SLA information should be there:

Could not load SLA.
SLA may be indexing due to configuration updates. If this persists check the SLA configuration.

The tables of the tickets the column "time to first response" and "time to done" are empty.

I have configured this project one week ago.
I have changed the SLAs (Time to first response) to force a recreation.

Nothing of the above changed anything.

I want to buy Jira Service Desk Cloud for more users than the Free version can support.

Accepted answers

Mike Bowen

Hi @Marius Schäfer

If you could provide a screenshot of your SLA rules and maybe a sample ticket showing the empty times that would be useful.

One picture is worth a thousand words.

-Mike

All comments

Mike Bowen

Hi @Marius Schäfer

If you could provide a screenshot of your SLA rules and maybe a sample ticket showing the empty times that would be useful.

One picture is worth a thousand words.

-Mike

Marius Schäfer

Yes, of course. In the other Jira related software the button to add an attachment is somewhere else. I think it is not possible.

Here are the two screenshots.

Mike Bowen

Hi @Marius Schäfer

Have you tried adding a goal above 'All remaining issues'.

Those goals are like an IF then ELSE rule. It seems on your screenshot, you are only specifying an else rule, which it never achieves. You need to give it a goal.