Fixing issue in JIRA SLA configuration

[Varun Nedumaran]

Hi Team,

We have configured different SLA’s respective to specific components with in the same project in JIRA.

For an example:

1. Component1 : ABC, project: sample; SLA: For this component we defined specific set of SLA’s defined.
2. Component2: XYZ, project: sample: SLA: Again for this component we defined specific set of SLA’s definitions .
3. Remaining components in JIRA: Includes all components other than above two; project: Sample ; SLA: All these components have again other set of SLA definitions.

Now , issue is as below:

1. whenever if we are creating the ticket with component1 or component 2 alone , SLA definitions defined for them  are working as expected.
2. When  ticket is created with  more than one component which includes either  component1/component2(i.e., Component1(ABC)+any component from remaining(MNO,etc)= ABC+MNO), SLA definitions are not working as expected and by default its considering SLA’s defined for component1/component2(according to the component included in the current ticket).

 We used JQL in SLA  definitions as below:

1. Project = sample AND component = ABC .
2. Project = sample AND component = XYZ .
3. Project = sample AND component not in(ABC,XYZ).

Please provide any suggestions in fixing the above issues.

[Andy Heinzer]

Is this for Jira Service Desk Cloud or Server?  If this is Server, could you please let us know what version of Jira Service desk this is?

Could you also clarify on the behavior here?   What happens exactly when an issues is created with both ABC and MNO components?  Is the issue following the SLA rules for ABC?  Or is it following another default SLA rule that you have created?

I would just like to clarify what the expectation here is when you create an issue with multiple values for component field.

I suspect that there might be a race condition involved here since components can have multiple values in Jira.