Cannot set SLA to specific issue type

[Carol Su]

Hi,

I tried to set up a SLA for a specific issue type, however, the saved SLA does not work as expected. 

Can you please help me with this?

Kind regards,

Carol

[Fabian Lim · Accepted solution]

Hi @Carol Su

Welcome to the community!

Can you please provide more details on what doesn't work specifically?  Is it not triggering the count or something else? Can you provide the full screenshot of your SLA, what happens when it paused and when does it stop?

Please show as an example of an existing ticket that is having the problem.

Thanks.

[Carol Su]

Hi @Fabian Lim ,

Thank you for your reply.

I set SLAs to each specific issue type, but none of the SLAs were triggering the count.

Below is the SLA I set for the issue type "Application Review & Approval". Then I raised a test ticket, but this SLA did not apply to this test ticket.

Thanks and kind regards,

Carol

[Fabian Lim]

Hi @Carol Su

It looks ok in the configurations.  

What happens when you remove the Pause clause? Maybe that's what's causing the issue.  

[Kateryna_v_SaaSJet_]

Hi @Carol Su 
Welcome to the Community!

If your problem is still relevant, you can use an alternative – the Atlassian Marketplace solution.

For example, you can try SLA Time and Report for Jira add-on (developed by my team), where SLA configuration is performed in one window and immediately shows an error if you did it somewhere in the SLA configuration.

With a 30-day trial, you can try it yourself or book an individual demo call where our manager will help you set everything up.

Regards,
Kateryna Vyshnevetska
Product Marketing Manager at SaaSJet