Remove this SLA in red

[Carlos Ramirez]

Hi channel,

I have a strange case... This issue was create with a type of request with no SLA, then I change the type of request to a request type that the SLA is 4 hours.

When I change, the SLA updated ant this issue is 78 hours out of the SLA.

So, I change to the original type request and the SLA still in red.

I went to the SLA and manually set that for this issue the SLA to "no target", but the SLA in the issue still in red

I did another test, set the SLA for this specific issue with more hours and it didnt result

What can I do for remove this SLA in red?

Thank you

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi Carlos,

Can you share a screenshot of your SLA configuration and your issue history so that we can check the SLA calculations?

Cheers,

Gökçe

[Carlos Ramirez]

Sure,

Thank you.

[Gökçe Gürsel {Appfire}]

Hi again,

What is your SLA End condition and SLA calculation method?

[Carlos Ramirez]

Hi Gokce,

Since the beginning of the service desk, for this type of issue that is an "order" I set up with "no target".

For this situation, first I set to "not target" the specific issue in the third row, but it doesnt work.

Next, I set in the first row with 80 hours and doesnt work.

Its strange this case because as you can see, I have some issues in third row that I need to change with no target when I make some test.

This SLA is for the first time response.

Thank you

[Gökçe Gürsel {Appfire}]

This is strange. I think you should open a support request to Atlassian. They can investigate this issue further.

I'd be happy to answer any further questions you might have.

Good Luck!

G.

[Gökçe Gürsel {Appfire}]

Hi again @Carlos Ramirez ,

Can you make a REST call to this issue and check output? I'm curious about the SLA info that this call will produce.

GET {base-url}/rest/servicedeskapi/request/{issueIdOrKey}/sla

Source: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-issueidorkey-participant-delete

Cheers,

Gökçe