/
How to fix 'More Context' panel missing from SLA configuration when using Time to SLA

How to fix 'More Context' panel missing from SLA configuration when using Time to SLA

This article explains why the More Context option may be missing in SLA Configuration in Time to SLA for Jira Cloud.

Use case

  1. User gets the Something is broken error.

    image-20241119-171008.png

  2. After checking the SLA (Time to SLA > SLAs > Edit), the More Context option is missing for some SLAs.

Steps to be performed

Acquire customer details and logs:

  1. Get the SLA_ID of the problematic SLA, the console logs, and the HAR file while the problem is being reproduced.

    • SLA_ID:

    • HAR: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html

    • Console logs: https://support.google.com/docs/thread/1873663/collecting-console-logs-chrome-browser-only?hl=en

  2. Check the configuration for the relevant SLA by clicking Time to SLA > SLAs > Select SLA > Edit.

Example: SLA 1 – More Context is shown with a few available options on the dropdown.

image-20241119-171240.png
image-20241119-171323.png

Example 2: SLA 2 – No More Context option is shown for this SLA:

image-20241119-171417.png

Explanation and cause

This behavior is expected in Jira Cloud.

To simplify the configuration experience, the More Context functionality was removed and its behavior was integrated into SLA Goals.

Instead of using More Context, you can now define the required conditions directly in the SLA goal configuration, including:

  • space

  • work item type

  • priority

  • other criteria through JQL

Workaround

  1. Navigate to SLA > SLA Goals.

    image-20241119-171919.png

  2. Select Add Goal.

    image-20241119-172030.png

  3. The mentioned options are available on this screen:

    image-20241119-172104.png