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SLA not being updated after setting priority

Alejandro Álvarez March 25, 2024

Hi all,

 

Context: By default, when a Bug is created by clients in JSM, priority is not defined. Once we analyse the ticket, we define the priority.

Problem: SLA is not being updated to the one corresponding to the set priority.

 

I'm not sure if the issue is related to not re-calculating the new SLA or that from the start the conditions of our SLA are not set correctly and it's always landing on the default SLA.

The filter conditions that match with the ticket (Type = Bug AND priority = Minor)

Captura de pantalla 2024-03-25 a las 12.01.42.png

The ticket itself showing SLA 86 h.

Captura de pantalla 2024-03-25 a las 12.01.33.png

 

The SLA setup. Issuetype = Bug (Issuetype and type fields are the same) and Priority = Poco Importante (is the transaltion to Minor) should have 72 h SLA. Captura de pantalla 2024-03-25 a las 12.01.18.png

 

Can you help me figuring our why the ticket is taking 86h of SLA instead of 72h?

 

Thanks and regards



 

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