SLA does not adjust in the issue overview

[genevieve_vandenhende]

Hi, 

I have set-up my SLA's for my service project. However, in the overview of open tickets and in the issue overview my changes are not reflected. There it keeps the default values. 

Does anyone have an idea what might be the reason?

Kind regards,

Geneviève

[Suzi Firth · Accepted solution]

Hi @genevieve_vandenhende 

I'm not sure entirely sure how the rest of your site is configured however I see the beginning of your JQL on all 4 lines are referencing the same two Request Types. If these are your only request types that you use the Severity field on then you can have this as just your JQL:

"Severity[Dropdown]" = Sev-3

Then ANY ticket type with Sev-3 will be 48h, Sev-2 24h, etc.,

Alternatively, if you do have other request types that you also use the same severity levels on but want to set different SLAs on to these, then you can include the "Request Type" in your JQL and then if you want to list multiple options for same Field you can use a comma as an OR function. It just needs to look like this:

"Request Type" = ("Report a system problem (LOG)","Investigate a problem (LOG)")

Suzi

[genevieve_vandenhende]

Thank you @Suzi Firth . The brackets did the trick! 

[Juan Carlos Vera · Accepted solution]

Hi @genevieve_vandenhende 

What is the value of "Request Type" and the "Severity" for the Ticket LOG-246?

[Juan Carlos Vera]

it can be a problem in JQL ?

I think you have to put parenthesis.. can be it?

( ... OR ...) AND ...

[genevieve_vandenhende]

Hi @Juan Carlos Vera ,

The brackets were indeed the missing piece of the puzzle. Thank you! Seems to be working now.