SLA counting is not being performed

[Flavia Helena]

Hello community!
I'm creating a project in a JSM instance and have configured the SLA as follows:

"Ticket category" = "Service requests" OR "Ticket category" = Incidents
And the priority is:
High                                           24/7 Calendário (Padrão)     3h
Medium                                     24/7 Calendário (Padrão)     12h
Low                                            24/7 Calendário (Padrão)    168h
All remaining priorities              24/7 Calendário (Padrão)    No goal

Starts timing when...
Comment: From customer
Item Created
Status entered: Open

Pauses timing during...
Status: Waiting for customer

Stops timing when...
Resolution: Defined
Status entered: Completed by customer
Status entered: Resolved

Whenever a ticket is created on my board, it starts with trivial priority. After that, I assign the priority and when assigned the priority, I expected Jira to calculate the SLA. However, when I assign a priority to the ticket, the countdown isn't starting. The funny thing is, I have an SLA configured this same way in another JSM instance, and it works perfectly.

I've already looked in the settings, but I can't find the reason why this is happening.
This is an example ticket. Note that the SLA field on the right doesn't even appear.

[Christopher Yen · Accepted solution]

Hi @Flavia Helena 

I would double check the "Apply to work items" section, I'm not too familiar with ticket category, if you're using a different issue type for service requests vs incidents I would try using issue type for the query. See below an example of using issue type (work item type)

[Flavia Helena]

Thank you @Christopher Yen 

I used filtering in jql by type and it worked.

[Alina Kurinna _SaaSJet_]

Hi @Flavia Helena 

It sounds like you've configured your SLA rules correctly, but Jira isn’t triggering them as expected when the priority changes. Since the ticket starts with a default priority (“Trivial”), Jira likely doesn’t re-evaluate the SLA context after the field is updated — unless it’s designed to do so with a trigger (e.g. custom automation or third-party tool).

If you’re open to exploring Marketplace apps, I’d suggest trying SLA Time and Report for Jira.

Here’s how it might help in your case:

✅ SLA Reset Based on Priority Change
Our app includes a dedicated “Reset SLA” condition — so when a priority is updated (e.g. from “Trivial” to “High”), the SLA timer can automatically restart and apply the correct goal for the new priority.

✅ Flexible Start/Pause/Stop Conditions
You can easily configure Start, Pause, and Stop not only by status and events, but also by any custom fields, including priority, type, etc.

✅ SLA Panel on Issue View
The SLA panel appears directly inside the ticket view, showing which SLA goal is applied, how much time is left, and what’s already spent — even if the context (like priority) changes mid-way.

If you’d like, we can show you how it works on a quick 1:1 live demo → just book a slot here.

Hope this helps!

[Flavia Helena]

This is an example ticket. Note that the SLA field on the right doesn't even appear.