Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Problems with old SLA settings, when setting up new SLA


I am trying to set up SLA in Jira for our organization, but it seems that some SLAs that appear on tickets simply do not make any sense.

For instance, for the organization RMP I have created two SLA time to resolution goals depending on whether it is an A or B level incident. A level incident has a 8h SLA goal, while B incident has a 24h SLA goal.

This incident level is a custom field only available for issuetype incident.

Nonetheless, when I scroll down my dashboard, I get these weird tickets that display an SLA for the same organization RMP, even though the ticket is issuetype task. The ticket is still open. Even more strange the SLA states a time to resolution goal of 4h? Mind you I only have 8 and 24h goals created. 

Is it possible that this task still runs on some very old SLA rule?

2 answers

After scrolling through many months of history on the ticket, I see that it has been marked as "resolved" for a short period of time, before being reopened. Could this be related?

Hi @Rasmus Høll Jakobsen ,

I believe we can better help you if you could share a screenshot of your SLA configuration and the history of the ticket.

If this is not possible, I suggest trying to assess the scope of the SLA rules and whether or not the ticket/issue falls into this scope. You can access whether the issue fits the JQL of the SLAs rules or the ticket satisfies the old and new SLA conditions.



Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Marketplace Apps & Integrations

How to log work and track time in Jira when a person is part of multiple teams

  The manager’s daily activities include a list of challenges to reach high levels of efficiency for their teams. Part of these challenges is related to how to deal with the worklog systems sin...

68 views 2 1
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