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SLA not visible in Issue view

Evert Morren

Sometimes, in the issue view the SLA timers are not visible, Is there a way to see in a log file what happens?

In the detail view I see two times the waiting for customer timer?

Accepted answers

Dirk Ronsmans

Hi @Evert Morren ,

if the SLA is not present that would mean that the goals you defined for that SLA dont apply to those issues. Could you share your SLA definition?
The fact that it is shown twice seems odd especially since it has 2 different goals. As the name of the SLA is abbreviated "..." at the end I'm guessing they are 2 different SLA's

I think it would be best to validate your SLA configurations first.

All comments

Dirk Ronsmans

Hi @Evert Morren ,

if the SLA is not present that would mean that the goals you defined for that SLA dont apply to those issues. Could you share your SLA definition?
The fact that it is shown twice seems odd especially since it has 2 different goals. As the name of the SLA is abbreviated "..." at the end I'm guessing they are 2 different SLA's

I think it would be best to validate your SLA configurations first.

Evert Morren

Hi Dirk,

For the second your are right, my mistake.

For the first, the ticket IT-932 has the same ticket category and the SLA timer is visible?

Regards,

Dirk Ronsmans

What would be your "start counting" triggers?

Could it be that the ticket is not going thru that step (the one where it is not visible) and thus never getting triggered?

Evert Morren

As you can see in the attachment, the trigger 'start counting' is 'issue create'. I have made a test ticket. In this ticket the SLA timer is visible?

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