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How to recalculate SLAs in new SLA view

My cloud instance has been updated to the new SLA configuration screen (see screenshot below), and I can't figure out how to force my SLAs to recalculate. They certainly don't seem to be recalculating when I update the targets and/or JQL queries that apply to targets. We're in the process of implementing SLAs and it seems like SLAs are randomly being applied and calculated to tickets that existed before the SLAs were configured. Tickets added after SLA configuration seem to be working fine.

Screen Shot 2020-10-06 at 6.51.39 PM.png

1 answer

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Answer accepted
Tessa Tuteleers Community Leader Oct 07, 2020

Hi @Greg , 

the seemingly random items that are not recalculated, might that be issues where the SLA had stopped?
An SLA can be running (the timer is currently going), paused, or completed (the end has been reached for that metric). 

When an SLA is completed, it "locks" against that version of the SLA and will not be recalculated if you change the metric later on. 

Hope this helps! 

Tessa

That does help! Thanks for that insight.

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
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