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SLAs time doesn't change when the request type changes

Jorge Vea July 28, 2021

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.

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Nicolas Tagle
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April 25, 2024

Hello,

How did you solved the issue?

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Gaurav
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July 28, 2021

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.

SLA.JPG

Jorge Vea July 29, 2021

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
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July 29, 2021

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.

Incident Ticket.JPG

Service Request.JPG

 

SR with SLA.JPG

Jorge Vea July 29, 2021

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

Gaurav
Community Leader
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July 29, 2021

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 August 2, 2021

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

Gaurav
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 2, 2021

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

Bob Koigi
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September 19, 2023

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. 

Like Nicolas Tagle likes this

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