Incorrect SLA measure

Question

Hi!

I set up a time to response SLA for different priorities:

However, for example for priority "Critica" which is established with a 12h time goal, shows as "within 96h" in the issue view:

However, some issues show correctly "within 12h". I don't know why this is happening and how I should fix it.

On the other hand, some issues have an SLA and some don't. Again, I do not know on what depends since I have considered the 4 priorities status in the SLA so all should have a time to resolution in place. I haven't found a specific pattern to identify the reason.

Hope you can help me, thanks!

Sam Bartolome · Answer

Could you try to use the Priority system field for testing purposes?

Another option is to recreate the SLA

ext_jepodola · Answer

Hi @Sam Bartolome thanks for your answer.

cf16263 is the priority custom field I have created.

Sam Bartolome · Answer

Hi @ext_jepodola ,

not sure why you are experiencing all the above issues. Usually SLAs are pretty straight forward.

Did you create a new priority field (cf16263)?

Priority is a system field and it shouldn't display that way.

If you created it, could you try the same or similar configuration with the system field?