How to measure Jira Service Desk SLAs without specific goals?


within Jira Service Desk (version we have defined different SLAs. We want to use them just to measure the different times within our workflows, but in a first steps we don't want to force any specific goals on our employees. We only want to use the SLAs for reporting purposes.

Unfortunetaly without any SLA goals defined, the SLAs are not measure and are empty. As soon as we define any specific goal for the SLAs, the SLAs are calculated (after indexing) and shown. As soon as we remove the specific goals again, the SLAs are not shown anymore and the SLA fields are empty again.

Can you please let us know, if we missed anything and how we could achieve our above mentioned target?


2 answers

We have the same requirement.

Atlassian has confirmed that there isn't any way around this.nor is there any way to get this through JQL.  An enhancement was proposed but closed (JSD-424).  The recommendation was that we might be able to do this through API, but I suggested just to have a "display in ticket view" option for any SLAs you set, but that is not possible right now.

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