SLA fields are missing on tickets

[Mark Anderson]

Hi All,

SLA fields are missing on tickets when viewing them. What areas of JSM do i need to look to investigate this?  I have a Time to First response configured already to start the countdown when a new ticket is created.

[Julia Watson-Clarke]

Hi @Mark Anderson ,

Are you able to share a screen shot of your SLA configuration and an example ticket to help debug the issue?

Thanks,

Julia.

[Tuncay Senturk _Snapbytes_]

Hi @Mark Anderson 

The SLA should show up automatically for JSM projects, I assume that the project is a JSM project, not a Software project and it has a request type assigned. SLA timerrs and fields apply to issues created via the portal or issues that have a valid request type.

Other than that, I'd check the SLA configuration and its start/stop and pause conditions. 

[Mark Anderson]

[Mark Anderson]

SLA shows in the context field on all 3 request types.

[Mark Anderson]

[Mark Anderson]

All Remaining Work items ,so it should be applying to all request types. That is how it's configured on another JSM and that one works fine.