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Wrong SLA time goals based on priorities


we're facing some problems with the calculations of SLA goals. 

For one of our customers we created one special calendar with unique work times. Based on the ticket priorities we have three time goals to resolve problems. 

For customizing problems
"highest" - 4 hrs
"high" - 8 hrs
"medium", "low" , "lowest" - 32 hrs

For problems that require programming
"highest" - 4 hrs
"high" - 16 hrs
"medium", "low" , "lowest" - 173 hrs


The 2 SLAs are defined like that (sorry it's partly in German):

1st SLA:



2nd SLA:



The problem is, that all tickets that are created seem to have the goal time that is at the top (order), no matter the priortiy.
E.g., a new ticket is created with the priority "highest" and with the setting on the upper screenshots the timer has the wrong goal time of 32 and 173 hours. 

Does anybody know if we messed up some settings or missed something?

Or do we have to seperate all priorities to 6 SLAs and somehow merge them together on the reporting end? 


Thank you!


1 answer

1 accepted

0 votes
Answer accepted

@Andreas Ernst -

Hi Andreas:

I believe the problem with your SLA criteria - example:

issuetype = Support OR issuetype = Bug Or ... AND priority = Medium ...

You should try issuetype in (Support, Bug..x) AND priority in (Medium, Low, Lowest)

The JQL design logic needs to be updated because your original JQL setup will not result in the proper evaluation during the JQL execution.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph,

thank you very much!
Changing the JQL design logic fixed our problem. 

Best, Andreas Ernst

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