SLA doesn't appear appear, existing way to re-construct SLA doesnt help

[Роза Галеева]

Eventually customized SLA stopped to appear at Ticket screen. At XML view, the value is empty:

<customfield id="customfield_10420" key="com.atlassian.servicedesk:sd-sla-field"><customfieldname>Test SLA</customfieldname><customfieldvalues><customfieldvalue data-remaining-time=""> </customfieldvalue></customfieldvalues></customfield><customfield id="customfield_10218" key="com.atlassian.servicedesk:sd-sla-field"><customfieldname>Time to first response</customfieldname><customfieldvalues><customfieldvalue data-remaining-time="4:25"> 4ч 25м </customfieldvalue></customfieldvalues></customfield><customfield id="customfield_10414" key="com.atlassian.servicedesk:sd-sla-field"><customfieldname>Время Информирования Директора ДИТР</customfieldname><customfieldvalues><customfieldvalue data-remaining-time=""> </customfieldvalue></customfieldvalues></customfield><customfield id="customfield_10415" key="com.atlassian.servicedesk:sd-sla-field"><customfieldname>Время Информирования Технического Директора</customfieldname><customfieldvalues><customfieldvalue data-remaining-time=""> </customfieldvalue></customfieldvalues></customfield><customfield id="customfield_10413" key="com.atlassian.servicedesk:sd-sla-field"><customfieldname>Время Информировать Мендежера Процессса</customfieldname><customfieldvalues><customfieldvalue data-remaining-time=""> </customfieldvalue></customfieldvalues></customfield>

but I can values are existing in database.

MFJUN-10 | Время Информирования Технического Директора | {"timeline":{"events":[]},"ongoingSLAData":null,"completeSLAData":[],"metricId":13,"definitionChangeDate":1594376015392,"definitionChangeMsEpoch":1594376015392,"goalsChangeDate":nu
ll,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":1594376015374,"updatedDate":1594393397624}
MFJUN-10 | Время Информирования Директора ДИТР | {"timeline":{"events":[]},"ongoingSLAData":null,"completeSLAData":[],"metricId":12,"definitionChangeDate":1594375611157,"definitionChangeMsEpoch":1594375611157,"goalsChangeDate":nu
ll,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":1594375611142,"updatedDate":1594393397614}
MFJUN-10 | Время Информировать Мендежера Процессса | {"timeline":{"events":[{"date":1594393397489,"types":["START"]}]},"ongoingSLAData":{"goalId":44,"startTime":1594393397489,"paused":false,"thresholdData":{"calculatedAt":15943933974
89,"thresholdsConfigChangeDate":1594375509091,"thresholdsConfigChangeMsEpoch":1594375509091}},"completeSLAData":[],"metricId":11,"definitionChangeDate":1594393041156,"definitionChangeMsEpoch":1594393041156,"goalsChangeDate":1594387232087,
"goalsChangeMsEpoch":1594387232087,"goalTimeUpdatedDate":1594375509102,"goalTimeUpdatedMsEpoch":1594375509102,"metricCreatedDate":1594375509091,"updatedDate":1594393397660}
MFJUN-10 | Test SLA | {"timeline":{"events":[{"date":1594393397450,"types":["START"]}]},"ongoingSLAData":{"goalId":54,"startTime":1594393397450,"paused":false,"thresholdData":{"calculatedAt":15943941685
07,"thresholdsConfigChangeDate":1594393477561,"thresholdsConfigChangeMsEpoch":1594393477561}},"completeSLAData":[],"metricId":14,"definitionChangeDate":1594394167799,"definitionChangeMsEpoch":1594394167799,"goalsChangeDate":1594393518788,
"goalsChangeMsEpoch":1594393518788,"goalTimeUpdatedDate":1594393477574,"goalTimeUpdatedMsEpoch":1594393477574,"metricCreatedDate":1594393477561,"updatedDate":1594394168508}
MFJUN-10 | Time to first response | {"timeline":{"events":[{"date":1594393397489,"types":["START"]}]},"ongoingSLAData":{"goalId":58,"startTime":1594393397489,"paused":false,"thresholdData":{"calculatedAt":15943944015
11,"remainingTime":27795978,"thresholdsConfigChangeDate":1593694382183,"thresholdsConfigChangeMsEpoch":1593694382183}},"completeSLAData":[],"metricId":10,"definitionChangeDate":0,"definitionChangeMsEpoch":0,"goalsChangeDate":1594394400795
,"goalsChangeMsEpoch":1594394400795,"goalTimeUpdatedDate":1594394281481,"goalTimeUpdatedMsEpoch":1594394281481,"metricCreatedDate":1593694382183,"updatedDate":1594394401512}

I've tried to use the described bellow, but it didn't help.https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-desk-828790603.html

Please help. Is any other option i can check or fix this issue.

[Gökçe Gürsel {Appfire}]

Hi @Роза Галеева

Did you try to open a support request at Atlassian? I'd suggest reconstructing SLA data, but you said it didn't help so at this point, getting support from Atlassian might be better.