Why are we constantly prompted to (!) Update SLAs in JIRA Service Desk?

Searched through Documentation & KBs, but can't find the answer.

We are constantly prompted to (!) Update our SLAs in one of our JIRA Service Desks. (We have about 4 service desks setup at the moment.)

What causes this prompt to appear? I realize if we change the SLAs, we should expect this update prompt. But, we haven't touched the SLA setup since we set it up (months ago). Yet, we get prompted to (!) Update SLAs on almost a daily basis. We click the link and it goes away. (We see the progress bar appear for a few seconds to indicate some kind of update is happening.) But, later that day or the next day, the (!) Update prompt will be back.



1 answer

Hi Christopher,

Depending on your setup you may be running into the bug documented in JSDSERVER-1062.  If this is indeed the issue you're running into please note the fix version and update to that version of Service Desk or beyond.

If you have multiple entered statuses as start metrics, the status that you have for the start metric are not the only statuses on the workflow. As covered on the bug report, If there are tickets that have yet to enter the start metric status, the SLA update notification will be shown as these are future start times. If all ticket already entered the start metric status, the SLA update notification will be gone.

To test this out and confirm, make sure all ticket that you have currently, enter the start metric status, then the SLA update notification will be gone by itself.

To Fully prevent this you need to make sure that the start metric status does not have any existing status before entering this status or it is considered a future time and will trigger the error. This is way using an issue created start metric is suggested over using a entered status metric. Alternatively with this BUG, the SLA metric will still record correctly but display the update warning as long as there are issues in a status before the start metric.

If that turns out not to be the case you may need to post a screenshot of the SLA metrics you have set on the erring project.




Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 15, 2019 in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...

346 views 0 11
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you