priority change SLA impact

Question

IN JIRA service desk i faced an issue:-

1. Incident was raised as S2 and SLA response time was 30 m.

2. But as per analysis and discussion with customer we changed it from S2 to S3, ideally response time should have changed to 10h.

But it had not happen.

Please suggest!

Jack Brickey · Answer

Agree that is the first step. Check the history and see if the time of sev change was not greater that time of creation +30m

Francesc Arbó_vz84yd · Answer

Hi @sunita yadav,

Please, make sure this Response Time SLA is not completed. An SLA can't be changed if it's completed. Check the goals configured to verify if the JQL is correct.