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SLA working on one project but not another, need help seeing the differences

Brody Reynolds

Hey All,

Having a problem with SLAs in Jira Service Management. We currently have two projects spun up, IT Service Management and Action Register, the IT Service Management SLAs are working correctly (and haven't been changed from default) but the Action Register ones aren't showing anywhere (they used to pre and post Workflow changes but then I changed something on the SLA screen and no good).

Attached screenshots show the differences, I do have the SLA fields enabled in the view but they aren't showing up.

Action Register - Time to Resolution SLA.png

Action Register - SLA on View Screen.png

Action Register - SLA on Queue Screen.png

IT Service Management - Time ro Resolution SLA.png

IT Service Management - SLA on View Screen.png

Accepted answers

Brody Reynolds

For anyone looking for the solution to this it ended up being pretty simple but was due to me missing knowledge.

Basically, I had set No Target in the Time Goal section which means it had nothing to count against. Now, the main knowledge gap was that I though that Time Goal was only for if you were tracking time not date, it works as below.

If you are tracking by date, setting the Time Goal section will make it so it tracks "the time you need to have this done within (x) time of the due date"

When I filled in the Time Goal section, everything started working as intended.

All comments

John Funk

Hi Brody,

What is the Issue Type for the Test 4 issue in the Action project?

Brody Reynolds

Hey John,

Apologize for the delay, I was on leave from the 2nd-12th.

The Issue Type is Action. We have multiple Issue Types setup for the project.

John Funk

Do you SLAs setup for that issue type?

Brody Reynolds

I tired the default of "all remaining issues" as I wanted it to cover all the issue types, at least to start with.

I have tried using the JQL to cover "issuetype= Action" but I still can't get the SLAs to display anywhere.

Brody Reynolds

For anyone looking for the solution to this it ended up being pretty simple but was due to me missing knowledge.

If you are tracking by date, setting the Time Goal section will make it so it tracks "the time you need to have this done within (x) time of the due date"

When I filled in the Time Goal section, everything started working as intended.

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