Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Time to Response SLA defaulting to 72h regardless of settings Edited

I have created SLA's for time to response and time to resolution. All the time to resolution SLA's are being applied correctly, but the time to response SLA seems to be being ignored and sets 72 hours as the default for all issues created.

I've attached two screenshots - in the first you can see the SLA's. The first one should apply specifically to the issue in question, but I created the 2nd as a fallback i.e. no issue that comes in should have a response time greater than 8h if it does not get caught by the first SLA.

 

The second shot shows the issue with SLA's applied. The Time to resolution SLA is correctly applied, but the Time to Response is 72hScreen Shot 2021-05-18 at 1.20.14 PM.pngissue-shot.png

1 answer

0 votes
Ajay Community Leader May 19, 2021

@Sarah Kennedy 

Greetings and welcome to the community!

Can you confirm the following so that we can have the issue debugged

a) The Issue was created after the SLA rules were updated - because SLAs are not applied to historical issues.

b) You get to see the problematic requests  by providing the same JQL 'Service=level3 AND "SLA Priority" = "Priority 0"' in the issue view   because the way you have your filter for goals might exclude them

Hi,

a) Yes, the issue came in after the SLA rules were created. I also attempted to test changing the SLA rules a number of time while the issue was still active (which should have updated them on the active issue), but could not get the time to response to change from 72h

 

b) Yes, the problematic timing displays int eh issue view (actually, I apply the Service level and Priority levels in the issue view and then refresh to change the SLA timings applied - which works fine for the Time To resolution)

Ajay Community Leader May 20, 2021

Hi Sarah,

I know its a strange issue and it seems that all your configuration are OK.

Can you contact Atlassian Support to debug the issue further - https://support.atlassian.com/customer/servicedesk-portal#JIRA

Unfortunately I can't - our plan does not allow me to raise a support ticket

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

168 views 6 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you