Jira Service Desk: Some SLA are not displayed

[Claude Lavillonniere]

On JIRA Service Desk 3.6.0 some SLA "Time to first response" and "Time to resolution" are not displayed

What is is wrong to explain that

[Claude Lavillonniere]

We are testing JSD,  When issue ENGSUP-519 was created I haved

SLA: Time to First response

------

Start: Issue Created
Pause
Stop   Comment: For Customers
       Entered Status: Waiting for Customers
       Resolution: Set

createdDate < '2017-08-01'     2000h   Sample 9-5 Calendar
priority = Hightest    16h Sample 9-5 Calendar
All remaining issues    129h    Sample 9-5 Calendar

SLA: Time to Resolution
-----------------------
Start: Issue Created
    Resolution Cleared
Pause
Stop    Resolution: Set

createdDate < '2017-08-01'     2000h   Sample 9-5 Calendar
priority = Hightest    90h     Sample 9-5 Calendar
All remaining issues    585h    Sample 9-5 Calendar

What is weird is that following

https://confluence.atlassian.com/servicedeskserver030/troubleshooting-sla-in-jira-service-desk-785326534.html

it seems that SLA not triggered

  issuekey  |         cfname         |
        textvalue
------------+------------------------+------------------------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------------------------------------------------
 ENGSUP-519 | Time to resolution     | {"timeline":{"events":[]},"ongoingSLAData":null,"completeSLAData":[],"metricId":5,"definitionChangeDate":0,"definitionChangeMsEpoch":0,"g
oalsChangeDate":null,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":1490377269575}
 ENGSUP-519 | Time to first response | {"timeline":{"events":[]},"ongoingSLAData":null,"completeSLAData":[],"metricId":6,"definitionChangeDate":1501772670909,"definitionChangeM
sEpoch":1501772670909,"goalsChangeDate":null,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":1490377269632}
(2 rows)

I was able to update the ticket SLAs with changing the ticket state to (OPEN/unassigned) and changing the SLA conditions to force the recompute

For example on SLA: Time to Resolution,

• I added the stop condition "Entered status: Resoved"
• I did save to recompute SLA
• I removed then the condition "Entered status: Resoved"

After that SLA: Time to Resolution is ok on ENGSUP-519

Is there knew issues which can explain that ?

[Susan Hauth _Jira Queen_]

What is the criteria you have set up for your SLAs.  Perhaps some of the issues don't meet the criteria in the SLA configuration?