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There can be a number of reasons. Let’s go over them all, with the help of a handy checklistone by one:
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First, go to the Time to SLA Issue Actions dropdown menu on the issue. Use the “Where is my SLA?” function to figure out what’s wrong.
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Check the JQL condition you've used for the SLA definition, and confirm that the issue is within the scope of this JQL. You can just copy and paste the JQL into the issue navigator and check the output. Also, keep in mind that you shouldn’t use ORDER BYclauses in the JQL box.
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Does the issue satisfy the SLA start condition? Check your workflow.
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If you are using Dynamic Duration or Negotiation Date features as the SLA goal, check whether you have this field on the issue. Check also if you’ve added it to the necessary screens.
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Check whether you have the necessary Time to SLA permissions. Go to Apps > Time to SLA > Permissions menu, and confirm your permissions for the SLA Panel.
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Check the SLA Panel position through the Time to SLA > Settings menu. At least one of them (left panel or right panel) should be enabled.
Still can’t see the SLA Panel? No worries. Our support team can help.
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Let's imagine, for illustration, that your SLA didn't end when it ought to have. In that scenario, try these:
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Go to SLA History, and check the related actions.
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Check the SLA configurations.
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Check if the related condition is met by the issue.
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Check Audit Logs to see whether someone changed the SLA’s configurations. If there’ve been any changes, use recalculation to fix your SLA.
You can adapt these to your specific situation. If the error persists, contact our Support Team.
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