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New SLA doesn't work

Manor Shaked Schlossberg

Hi there,

I deleted our JSM default SLAs and created new ones.

I set them up according to the instructions, but I can't see the SLA counters in the project's queue.

What am I doing wrong?

Thanks!!!

Accepted answers

arielei

Hello @Manor Shaked Schlossberg

Go to your JSM project settings and check if you have anything under SLA.

Keep in mind that the SLA works based on your domain time.

Jeroen Poismans

Hi,

Here is the screen I was talkig about under
Project settings > Request Management > SLA

Screenshot 2025-08-10 at 14.17.27.png

Please find the full info about SLA, including setting up the goals here:

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

Jeroen

Manor Shaked Schlossberg

Hi, John, Joseph, and Pedro

Thank you for reaching out!

I must say I'm not sure what to write in the SQL...

I duplicated the default 'First response' and 'Time to resolution' SLAs, and made some changes to the Time Targets.

I just want these SLAs to apply to all open tickets. What do you suggest I should enter as SQL?

Thanks, Manor

Steve S_

Please elaborate on "not seeing the counters in the Queues".

Are you indicating that even though you have the column added to the queue, that all new tickets being generated aren't showing a value? What happens when you click the ticket itself, does it also not show the SLA counter?

I take it that counter means, "Time to first response" and "Time to resolution", yes?

All comments

arielei

Hello @Manor Shaked Schlossberg

Go to your JSM project settings and check if you have anything under SLA.

Keep in mind that the SLA works based on your domain time.

Manor Shaked Schlossberg

Hi Ariel,

I have 2 SLAs there....

Jeroen Poismans

Hi, check the JQL and goals of your SLA's. If the work item does not match a JQL for the SLA, then the counters won't show up.

Manor Shaked Schlossberg

Thanks, Jeroen!

Can you send me a screenshot or explain exactly where to go to look for it?

Jeroen Poismans

Hi,

Here is the screen I was talkig about under
Project settings > Request Management > SLA

Screenshot 2025-08-10 at 14.17.27.png

Please find the full info about SLA, including setting up the goals here:

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

Jeroen

Manor Shaked Schlossberg

Thanks again, Jeroen.

Must I have a condition to apply the SLA?

Can't it be applied to all Work Items?

Pedro Olmo_7tm5vp

Hello @Manor Shaked Schlossberg ,

can you share your JQL Goal in Slas?

Regarss

Joseph Chung Yin

@Manor Shaked Schlossberg -

Can you share your current SLA setup, so we can assist you further?

Best, Joseph Chung Yin

John Funk

Hi Manor,

Please share screenshots of what you have setup for your SLAs. Then let us know exactly what is not working with what you have setup and what you are expecting to see.