Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Product Q&A
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Events
Community resources

priority change SLA impact

sunita yadav
sunita yadav April 27, 2018

IN JIRA service desk i faced an issue:-

1. Incident was raised as S2 and SLA response time was 30 m. 

2. But as per analysis and discussion with customer we changed it from S2 to S3, ideally response time should have changed to 10h. 

But it had not happen. 

Please suggest! 

Answer
Watch
Like Be the first to like this
799 views

1 answer

1 vote
Francesc Arbó
Francesc Arbó
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Get recognized
April 27, 2018

Hi @sunita yadav,

 

Please, make sure this Response Time SLA is not completed. An SLA can't be changed if it's completed. Check the goals configured to verify if the JQL is correct.

View More Comments
Jack Brickey
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Become a leader
April 27, 2018

Agree that is the first step. Check the history and see if the time of sev change was not greater that time of creation +30m

Like
Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
TAGS
AUG Leaders

Atlassian Community Events

    See all events