SLAs time doesn't change when the request type changes

[Jorge Vea]

I have different SLAs times depending on the request type. If I change manually the request type from a customer, the time to done remains the same.

[Gaurav]

Hello @Jorge Vea 

In order to have different SLA for different request type, you need to define the JQL accordingly. I am using this for same issue type but different priority and it works fine. Please fine below the screen shot.

The JQL needs to be customized as per your requirements.

Let me know if this helps or if you have any other questions.

[Jorge Vea]

Yes, I have done that. The issue is when a customer generates an incident but is a request. So I change the request type (they got different SLA times) but the SLA remains the same and it should change as well as the type.

[Gaurav]

Hello @Jorge Vea 

I understood the problem and was able to replicate it on my end. So, what is happening, once we have moved the issue from Incident to Service Category, the 'Request Type' value comes back as Empty or None, due to this the SLA values do not change.

This value needs to be updated, for the new SLA to be reflected. Please see the screen shots below for this.

Let me know if this helps or if you have any other questions.

[Jorge Vea]

If I update that value it doesn't change automatically the SLA time.

[Gaurav]

Hello @Jorge Vea 

The updated SLA times reflected after a few minutes for me. Is it the same case with you or are the SLA times not updating at all?

[Jorge Vea]

No, the SLA times dont update at all... I dont know why.

[Gaurav]

@Jorge Vea, Could you please share the screenshot for the SLA setup? This will help in understanding the issue.

[Bob Koigi]

Hi @Jorge Vea , 

How did you solve this issue I'm facing the same problem. 

I can confirm that the SLAs have been defined correctly for the request type because when you raise the ticket in the correct request type it calculates it as needed. 

Thanks in advance.