SLA not showing in some tickets

[Albert Manuel]

Hi guys,

I've got a strange problem here, one of my SLA's are not showing in all the tickets and i can't figure why.

This is a ticket example, where my SLA "Time of First Response" is not displaying:

My sla SETUP is this:

I can;t understand, why in some tickets is not showing, and in others it does - same project, same issue types, etc...

Can somebody en-light me?

Thanks

[Dirk Ronsmans]

Hi @Albert Manuel ,

This is a curious one. Your SLA setup (while a bit overly complicated) seems fine. Every issue is created so that trigger should fire and you have an All Remaining which would catch any other typo/goal you might have.

(You have the same goal for all issue types and the all remaining, with the same calendar so it could just be the "all remaining one" but that shouldn't cause any problems).

When you go in to your Project settings, SLA, do you see any link to "Update SLA's"?

Also, have you tried doing a re-index of your Jira instance? That can often solve a lot of these quirky issues.

[Albert Manuel]

Hi @Dirk Ronsmans ,

Yes, i have re-indexed the instance:

All fine, no errors, and no, I don't have any update sla link unfortunately ;(

[Jack Brickey]

Can you first try to simplify your goals? It appears that you want 9h for any issue in this project so remove the two Issuetype entries. If this does not work then delete the SLA and recreate.

[Adam Coleman]

I'm having a very similar issue on a Service Desk instance I manage - two tickets are not picking up an SLA they should be and I've confirmed they match the criteria necessary by running an advanced search using the same JQL as in the SLA setup, so it'd be great to see if there's a solution to this.

[Johannes]

I only got it to work after creating an new (duplicate) SLA and reindexing the project.

I actually did this multiple times until it finally worked.

You might also have a look at:

https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html