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My SLA is not working

shivani shirguppi March 22, 2024

Screenshot 2024-03-22 162610.pngScreenshot 2024-03-22 162556.png

2 answers

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Answer accepted
Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 24, 2024

Hi @shivani shirguppi,

There is an error in your JQL in the second screenshot. It says:

Issuetype = "Net new page" AND Issuetype = "Update existing page"

That will never work as an issue type can only have one type. You should be able to solve this by replacing your filter with either of these options:

Issuetype = "Net new page" OR Issuetype = "Update existing page"

or:

Issuetype IN ("Net new page", "Update existing page")

Hope this helps!

shivani shirguppi March 26, 2024

Thank you @Walter Buggenhout 

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 22, 2024

Hi @shivani shirguppi 

What happens when an issue is created with this SLA?

And do the issues raised match the JQL you've entered - i.e a Net New page or Update Existing page? As only these issue types have a target, all other issues are currently listed as "no target" on the second screenshot so would be NULL.

Ste

shivani shirguppi March 22, 2024

@Stephen Wright _Elabor8_ when the issue created it will be in 'Open' status and next status is 'Keyword Suggestion' I want to configure SLA where it should start counting in 'Open' status and stop when moved to 'Keyword suggestion' status. But the SLA is not starting the counting when issue is created or it is in open status

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 22, 2024

Is the issue you created one of the 2 issue types I mentioned?

Ste

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