Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Cannot set SLA to specific issue type

Carol Su June 30, 2023

Hi,

I tried to set up a SLA for a specific issue type, however, the saved SLA does not work as expected. 

WeChat Screenshot_20230630173940.png

Can you please help me with this?

 

Kind regards,

Carol

2 answers

1 accepted

1 vote
Answer accepted
Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 30, 2023

Hi @Carol Su

Welcome to the community!

Can you please provide more details on what doesn't work specifically?  Is it not triggering the count or something else? Can you provide the full screenshot of your SLA, what happens when it paused and when does it stop?

Please show as an example of an existing ticket that is having the problem.

Thanks.

Carol Su July 2, 2023

Hi @Fabian Lim ,

Thank you for your reply.

I set SLAs to each specific issue type, but none of the SLAs were triggering the count.

Below is the SLA I set for the issue type "Application Review & Approval". Then I raised a test ticket, but this SLA did not apply to this test ticket.

WeChat Screenshot_20230703105808.pngWeChat Screenshot_20230703110034.png

 

Thanks and kind regards,

Carol

Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 4, 2023

Hi @Carol Su

It looks ok in the configurations.  

What happens when you remove the Pause clause? Maybe that's what's causing the issue.  

0 votes
Kateryna_v_SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
September 26, 2023

Hi @Carol Su 
Welcome to the Community!

If your problem is still relevant, you can use an alternative – the Atlassian Marketplace solution.

For example, you can try SLA Time and Report for Jira add-on (developed by my team), where SLA configuration is performed in one window and immediately shows an error if you did it somewhere in the SLA configuration.

2.png

With a 30-day trial, you can try it yourself or book an individual demo call where our manager will help you set everything up.

Regards,
Kateryna Vyshnevetska
Product Marketing Manager at SaaSJet

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
TAGS
AUG Leaders

Atlassian Community Events