This page shows the troubleshooting guidelines to get more information from customers.

Issue:

• After configuring the SLA, the SLA panel is not showing in the Jira Issue.

Troubleshooting:

1. Recalculate the SLA Configuration to make sure the SLA configuration is properly synced according to the SLA definitions.

2. Go to “Where is my SLA“ option to know what has caused the SLA panel is not appearing.

• Choose “Time to SLA Issue Actions“ from the dots menu.

• Choose “Where is my SLA” and ask the customer to send us the results.

3. Check for user permission.

• Check the user permission in the Time to SLA apps permissions and see under the SLA Panel.

• Grant the access to the user accordingly.

4. Look for the configuration settings.

• If it is on Server/Data Center, you can ask for a TTSLA version and Jira Version (useful in case need to replicates the issue).

• Potential issue of configuration: “No target“ is set on the goal section.

5. Ask the customer to send us logs.

• Diagnostic Log: How to Create a Diagnostics Report for an Issue

• HAR file: How to generate a HAR file

• Browser console log (Chrome): How to Save Chrome Console Logs to a File