SLA's not appearing in Ticket

[mike.pearson]

Hi Guys.  I am by no means a power ServDesk/Jira user.  I'm reasonably technical but relatively new to Atlassian products.

I have been setting up a Sandbox/Demo of a Service Desk Project to see if it will work for our team & to try to get buy-in from stakeholders.  One of the features with the most value would be the SLA tracking.

I have done a bit of customization to our Sandbox project.  Custom workflows, screens, sreen schemes, SLA's, etc...  And may have broken something in the process.

Problem - The SLA timer/countdown is no longer showing up in the ticket.  I have clicked on the "Configure Fields" > "Where is my field" to try to trace the issue, and I don't see any reason why it shouldn't be displaying.

[Patricia Francezi · Accepted solution]

Hi @mike.pearson 

When dealing with SLAs you need to keep in mind that if no one of the conditions you put in the JQL for goals matchs fully with your issue, it will be marked as "No target" and then the SLA field will not appear.

Seeing your Goals I saw that they are based on Issuetype (system field), AND another field that sounds to be a Custom one. 

In your issue screen, I could not see if this field is filled with the exact condition you put in the GOALs. If this field is empty, the issue is marked as "No target", considering your JQL expression. 

A way to identify if the issue is fully matching with your Goals, is put the same JQL in the Advanced search for issues.

If the issue does not appear in the search, it will not also be marked with a SLA.

It would be great if you perform the test, and share the content of your field "Severity..."

-- Another thing to be in mind: you need to correct the order of the goals, and put the most agressive SLA in the top of the list. It runs the checking sequentially

I hope to hear from you soon.

[mike.pearson]

I was pulling the wrong field into the jql in the SLA.  Recreating the query in the adv search is a really helpful troubleshooting approach.  Thank you.

[Patricia Francezi]

Thanks for the feedback. 

If you mind, I would ask you to accept my answer. :)

Regards