SLA not calculated

[Stephanie Kohne]

Good day, 

The predefined SLA set up for one of our customers is not calculating the first response or resolution time:

Response SLA:

Resolution SLA:

Search for all closed issues shows NO SLA calculated:

Please help!!

[Jack Brickey · Accepted solution]

At first glance nothing is standing out for me. I would consider simplifying the goals to troubleshoot if possible. Such as...

remove organization condition and test

remove issuetype and test

check that issues are getting assigned for your second sla

[Stephanie Kohne]

Hi Jack, I'm looking at the issue filters screen and when selecting that specific SLA to display, there is no data, I need this in an export to send to the customer. This is very concerning and the other SLA's set up for different customers work fine!

[Stephanie Kohne]

Remove Organisation or issuetpe and test how?

The SLA's need to be recalculated and display if they were within or out of SLA.

[Stephanie Kohne]

Something very strange is happening in JSD. I've tried editing the JQL, Saving and it reverts back to what it was, as nothing had been changed. 

[Stephanie Kohne]

Wait, hang on. Is an "Issue type" the same as a "Request type" ?

[Jack Brickey]

if you are on cloud (your url will be something like urcompany.atlassian.net then please reach out to Atlassian Support

i'm tied up at the moment and may not be able to help you resolve quickly.

[Jack Brickey]

No. Request Type is what is exposed to the customer that they select from. Request Types are associated to Issuetype.

[Stephanie Kohne]

Thanks Jack, will do

[Jack Brickey]

i considered this when looking at the images but your goals use issuetype. what is "Type" field in the filtered list? Your far left "T" column is your issuetype. does that equate to Incident?

[Stephanie Kohne]

The issue type didnt equate to the request type, I have just realised that and removed "Issueype" from the JQL on the SLA but still no results. Is this because these requests are already closed and cannot be recalculated now?

[Jack Brickey]

yes. you could test by reopening one and unassigning if you like.