Suddenly, the SLA Panel in issue view disappeared. I checked the issue layout and I noticed that the SLA Panel in the Context Fields is not there! How can I add it back? Thanks.
Hi Jery,
Since we've resolved the issue in the support ticket, I'm sharing the resolution here in case someone else faces the same issue.
We found out that the SLA panel was missing from the Issue View since the SLA panel (system field) was moved to the second tab of the screen configuration. The SLA panel is hard-coded to the default tab and won't work if it's moved to a different tab.
Hope this helps anyone who faces this issue too.
Regards,
Nabil
@CyberQ Jira Integration -
Hi Jery:
For the project in question, did you check if SLA configuration is completed/activated for the project? If not, then you will not see the SLA portion in the issue view.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
Hi @Joseph Chung Yin - yes it is completed and activated for the project. The SLAs (time to first response and time to resolution actually works and can be seen in the queue but not on issue view.
It seems very odd. Take a look at this KB article to see if this was your issue - https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html
One possible option for you will be to open those SLA configurations and save them again for the specific project. This will trigger a graceful reindex of SLA against your issues. Afterward, you should see the SLA content in the issue view again. NOTE - the reindexing process does take some times to complete.
Lastly, if not thing works. then you should contact Atlassian Support (https://support.atlassian.com) for further assistance.
Best, Joseph
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