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SLA Panel in Context Field is missing

Jery Esparas March 9, 2024

Suddenly, the SLA Panel in issue view disappeared. I checked the issue layout and I noticed that the SLA Panel in the Context Fields is not there! How can I add it back? Thanks.

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2 answers

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Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 3, 2024

Hi Jery,

Since we've resolved the issue in the support ticket, I'm sharing the resolution here in case someone else faces the same issue.

We found out that the SLA panel was missing from the Issue View since the SLA panel (system field) was moved to the second tab of the screen configuration. The SLA panel is hard-coded to the default tab and won't work if it's moved to a different tab.

Hope this helps anyone who faces this issue too.

Regards,

Nabil

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Joseph Chung Yin
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 9, 2024

@Jery Esparas -

Hi Jery:

For the project in question, did you check if SLA configuration is completed/activated for the project?  If not, then you will not see the SLA portion in the issue view.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Jery Esparas March 10, 2024

Hi @Joseph Chung Yin - yes it is completed and activated for the project. The SLAs (time to first response and time to resolution actually works and can be seen in the queue but not on issue view.

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Joseph Chung Yin
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 10, 2024

@Jery Esparas -

It seems very odd.  Take a look at this KB article to see if this was your issue - https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html

One possible option for you will be to open those SLA configurations and save them again for the specific project.  This will trigger a graceful reindex of SLA against your issues.  Afterward, you should see the SLA content in the issue view again.  NOTE - the reindexing process does take some times to complete.

Lastly, if not thing works.  then you should contact Atlassian Support (https://support.atlassian.com) for further assistance.

Best, Joseph

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