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How to troubleshoot missing SLA notifications in email and Slack

How to troubleshoot missing SLA notifications in email and Slack

This article explains how to investigate cases where SLA notifications are not delivered through email or Slack in Time to SLA for Jira Cloud.

Scenario

  1. A customer has configured two SLA notifiers:

    • one for email

    • one for Slack

  2. Both notifiers are set to trigger when a work item reaches 1% of the SLA target. Because the threshold is very low, the notifications are expected to be sent shortly after the work item is created.

  3. The following JQL is used::

    project = "CS" AND type = "Escalation" AND labels = "jira_escalated"

  4. In this case, the SLA is triggered correctly and appears in the SLA panel, but the customer does not receive the notification by email or in Slack.

Steps to perform

  1. Ask the customer to share a screenshot of their SLA notification configuration, as shown in the screenshot below:

  2. Ask the customer to share the Cloud base URL and Issue ID of the specific work item for which they are not receiving the Slack notification.

  3. Get the issue REST API response to get the issue-ID: {BASE_URL}/rest/api/3/issue/{ISSUE_KEY}

  4. Check if the customer has enabled the option Enable working calendar in the SLA notification configuration.

    This option determines whether the calendar selected in the SLA configuration is used when calculating the SLA goal.

If the option Enable working calendar is not selected, the SLA is calculated using a 24/7 calendar instead.