SLA not visible in Issue view

[Evert Morren]

Sometimes, in the issue view the SLA timers are not visible, Is there a way to see in a log file what happens?

In the detail view I see two times the waiting for customer timer?

[Dirk Ronsmans · Accepted solution]

Hi @Evert Morren ,

1. if the SLA is not present that would mean that the goals you defined for that SLA dont apply to those issues. Could you share your SLA definition?
2. The fact that it is shown twice seems odd especially since it has 2 different goals. As the name of the SLA is abbreviated "..." at the end I'm guessing they are 2 different SLA's

I think it would be best to validate your SLA configurations first.

[Evert Morren]

Hi Dirk,

For the second your are right, my mistake.

For the first, the ticket IT-932 has the same ticket category and the SLA timer is visible?

Regards,

[Dirk Ronsmans]

What would be your "start counting" triggers?

Could it be that the ticket is not going thru that step (the one where it is not visible) and thus never getting triggered?

[Evert Morren]

As you can see in the attachment, the trigger 'start counting' is 'issue create'. I have made a test ticket. In this ticket the SLA timer is visible?

[Dirk Ronsmans]

Is this a new SLA cause then it can take some time for the older tickets to get evaluated.

Otherwise I'd suggest opening a ticket at https://support.atlassian.com/contact

Then the Atlassian Engineers can take a look at the logs behind your instance.

[Evert Morren]

Hi Dirk,

It is an existing SLA, thanks for answering, I will open a ticket.

Regards,