SLA results are not updated, even though the ticket reached SLA goals until click regenerate button

Question

Dear all.

I set the SLA goal as “enters In_progress status” like the attached file.

But, sometimes(about 50%), when I update the status “In progress”, the SLA is not updated and the elased time, and remaining time keep increasing as you see in the attached file.

I don’t want to click “regenerate SLA” or “SLA existing ..”, because I don’t want to cause heavy load everytime I get the reports or exporting SLA data.

I need SLA result to be updated in real time when I update the status of the Jira Issue .

FYI, I tried “Asychronous update”, but to fail.

Regards

Tuncay Senturk _Snapbytes_ · Answer

Hi @이의석

If you recalculate/regenerate SLA data, do you see accurate results for those issues?

Probably, we will need details.

Could you please raise a ticket here the support team will respond shortly.

Brant Schroeder · Answer

@이의석 Looks like you are using the time to SLA app.  Usually, the information does not update because the server is lacking resources.  I would suggest reaching out to the app vendor and getting support through them since they might be aware of the issue or have seen it before.  https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=server&tab=support