Custom SLA's not appearing on Ticket

[Adejuwon Adeyeye]

I created some custom SLA's for my jira service management project. But every newly created ticket still picks the default SLA. Is there anything I can do to resolve this. I have checked over and over again. And the JQUERY params look right. Here is a sample

[Suzi Firth]

Hi @Adejuwon Adeyeye 

I want to check that this SLA is showing ABOVE the default All remaining issues in your list?

The SLA checks from top to bottom. So it needs to 1. Be bbove the default, but also 2. Not be meeting any criteria of the SLAs above it too.

Say you have an SLA above this that is 48hr for "Ticket Category" = "Service Requests" it will meet that criteria first and apply that SLA before it gets to an SLA that is 3rd or 4th in this list.

Kind regards,

Suzi

[Kateryna_v_SaaSJet_]

Hi @Adejuwon Adeyeye 

This does not work like "SLA by default". If the ticket fits the Start condition of the SLA, then it can count for many of them. Firstly, you should check your Start-Pause-Stop conditions. If everything is correct there, then check the correctness of your JQL for the SLA goal, you may have specified the wrong parameters.

If the problem is still relevant, you can always use an alternative solution — a third-party add-on, such as SLA Time and Report for Jira (with the 30-day trial). There, you can configure SLAs and automation for SLA goals in one window with a user-friendly interface.

 
My team developed the app, so if you have any questions, don't hesitate to ask me.