Why are the SLA fields in queues empty?

[Füreder Yannick]

We are trying to add the "Time to resolution" and other SLA fields to a queue, but all the fields are empty. All our tickets have a single sla configured.



What did we do wrong?

[Marc - Devoteam · Accepted solution]

Hi @Füreder Yannick 

Does that 2nd image JQL apply to all SLA's viewed in the 1st image?

The only issues where the SAL will run on is if the Organisations have the details based on the provided options.

All issues that don't have an organisation set on the issue, or the organisation set doesn't have the provided details, will not adhere to the SAL and therefore the SLA will show up as empty

[Füreder Yannick]

Yes. All the tickets in my first screenshot have an sla running when i click on them

[Marc - Devoteam]

Can you show a screenshot of a ticket?

What is the SLA name on this issue, and is that SLA set in a column in the queue?

Show the details of the running SLA

[Füreder Yannick]

"Zeit bis zur ersten Antwort" is german for "Time to first response". Need something else?

[Füreder Yannick]

I needed to use the german name as well in the queues. thanks for the quick response

[Nikola Perisic]

Welcome @Füreder Yannick 

What are the JQL queries that you are using for your SLAs?

[Füreder Yannick]

[Alina Kurinna _SaaSJet_]

Hi @Füreder Yannick 

Thanks for sharing the details. Based on your screenshot, it looks like the SLA fields (like Time to resolution) are showing as empty in the queue view.

This usually happens when:

1. SLA hasn’t been triggered yet

Make sure that the SLA is actually started for those tickets. For example, if your SLA start condition is something like Status = Waiting for support, but your issue never transitions into that status, the SLA timer won’t start, and it will appear empty.

2. The SLA goal doesn’t apply to the ticket

Double-check the JQL conditions in your SLA configuration. If your SLA rule applies only to certain issue types, request types, or priorities, and the issue doesn’t match, no SLA will be displayed.

Also, check that Time to resolution is the correct SLA name configured under Project settings → SLAs. If there’s a typo or different name (e.g., "Resolution time" or a localized version), the wrong SLA field might be added to the queue.

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Alternatively, if native fields still don't meet your needs

If you're looking for a more visual and flexible way to manage and monitor SLAs, our app SLA Time and Report could be a great fit.

With this app, you can:

• Track SLA progress directly in each work item

• Use multiple SLAs across projects or teams

• Visualize elapsed and remaining time

• Build custom reports with filters like assignee, request type, organization, or other fields

• Get alerts and set automated actions when SLAs are breached

(You can display all SLA goals and their status in real time without relying solely on queue fields.)

Let me know if this was helpful or if you have any questions.
Regards!