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About obtaining elapsed time in JIRA service management SLA

青山 明
青山 明 Nov 16, 2023

I have a question about JIRA service management SLA. I got the SLA elapsed time using smart values in automation, but sometimes there is a value and sometimes there is no value. I don't know the cause. Is it a bug in SLA? Or does it depend on the timing of acquisition?

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Jack Brickey
Jack Brickey
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Nov 16, 2023

Hi @青山 明 , it's hard to say what you might be experiencing here with a limited information. Maybe you could provide an example or explain what the difference might be when you see a value and when you don't. One thought that comes to mind, it could be that the SLA doesn't apply to the specific issue. So it would help to understand how the SLA is defined. Feel free to share screenshots.

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青山 明
青山 明 Nov 16, 2023

The SLA definition is the default one. This means that you may not be able to obtain the elapsed time using smart values. Sometimes you can get it. That's the difference. In some cases, I feel like I can't get it.

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