SLA not applied to automatically created ticket

[hiren.patel]

Hi,

I have configured SLA for my IT Service Desk Project. I have made trigger that it start countdown when agent start working on ticket. But I see SLA get attached with only manually created task but not applies to automatically created tickets. Does anybody faced same issue & resolved ? 

Thanks,

Hiren

[Tansu Akdeniz]

Hi @hiren.patel 

Welcome to community.

It should work for auto-created too. Can you please share the SLA trigger and the issue? 

[hiren.patel]

Its is all open issue, 8 hrs & start when Agent make it "work in progress". I feel like manually created ticket is consider as task & automatically created ticket is consider as service request, does is thing cause issue ? I want SLA to get tie with all service request, ticket, task anything.

[Tansu Akdeniz]

It makes sense. If SLA goal is given to only Task issue type then it won't start for service request. Please check this or attach a screenshot if possible.

JQL have to cover all types which should count.

Sample;