SLA Is not calculated for tickets

[Prem Kumar S]

I have setup the SLA for my Project in JSM as per the screenshot below. But the SLA is not getting calculated. What could be the issue?

[Dirk Ronsmans · Accepted solution]

@Prem Kumar S ,

The column in your screenshot with the warning triangle is that where you have the SLA displayed? Normally when you add a new SLA the issues will recalculate and that can just take some time.

If they are displaying that warning triangle it just means they are still calculating. The SLA needs to go and check each issue to see if they are valid for the SLA/goals so depending on the project it can take a little while for it to appear.

Since you posted this 10h ago is this still an issue or did they appear?

If you open one of the issues what does the SLA panel say there?

[Prem Kumar S]

Hi Dirk, I see the same status for more than a week. The number of tickets i have in this project are not even 1000 in total.

Below is the message shown,

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Could not load SLA.

SLA may be indexing due to configuration updates. If this persists, check the SLA configuration.

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Our SLAs are based on the field Severity and all values in the field are covered in the SLA definition. 

[Joseph Chung Yin]

@Prem Kumar S -

Have you check to see if your issues associated with your specified JQL (goal setup) are in the riight WF statuses - because looking at your conditions setup that will be where the counting will start/pulsed/end?

Also what is the error massages associated with the warning symbol?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Prem Kumar S]

@Joseph Chung Yin  Below is the error 

Could not load SLA.

SLA may be indexing due to configuration updates. If this persists, check the SLA configuration.