Time to Response SLA defaulting to 72h regardless of settings

Question

I have created SLA's for time to response and time to resolution. All the time to resolution SLA's are being applied correctly, but the time to response SLA seems to be being ignored and sets 72 hours as the default for all issues created.

I've attached two screenshots - in the first you can see the SLA's. The first one should apply specifically to the issue in question, but I created the 2nd as a fallback i.e. no issue that comes in should have a response time greater than 8h if it does not get caught by the first SLA.

The second shot shows the issue with SLA's applied. The Time to resolution SLA is correctly applied, but the Time to Response is 72h

Sarah Kennedy_pa04qa · Answer

Unfortunately I can't - our plan does not allow me to raise a support ticket

Ajay _view26_ · Answer

Hi Sarah,

I know its a strange issue and it seems that all your configuration are OK.

Can you contact Atlassian Support to debug the issue further - https://support.atlassian.com/customer/servicedesk-portal#JIRA

Sarah Kennedy_pa04qa · Answer

Hi,

a) Yes, the issue came in after the SLA rules were created. I also attempted to test changing the SLA rules a number of time while the issue was still active (which should have updated them on the active issue), but could not get the time to response to change from 72h

b) Yes, the problematic timing displays int eh issue view (actually, I apply the Service level and Priority levels in the issue view and then refresh to change the SLA timings applied - which works fine for the Time To resolution)