FAQ: SLAs

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Below are some answers to questions we're commonly asked about creating SLAs. For help with something we haven't addressed, please contact us.

I defined my SLA configurations, but I can’t see the SLA Panel on my issues. What could be the reason?

There can be a number of reasons. Let’s go over them one by one:

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.
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 BY clauses in the JQL box.
Does the issue satisfy the SLA start condition? Check your workflow.
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.
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.
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.

My SLA is not displaying the correct data. I’ve paused it; however, it hasn’t stopped yet. How can I fix it?

There may be times when Time to SLA has trouble keeping up with issue updates due to numerous automations. Jira's race condition can cause the SLA calculation to be delayed if the JQL condition is changed or updated during workflow transitions. This is due to the fact that the issue's indexing may be completed after Time to SLA begins calculating the SLA, causing JQL to fail.

This can lead to problems with calculations and the wrong information being shown on the SLA Panel. Enabling the Asynchronous Update function for the affected SLA on the SLA Configurations screen may fix your problem. If that doesn’t fix the issue, you can contact our support team.

I can’t see the SLA Panel on my existing issues. What should I do?

To see the SLA Panel on your existing issues, you need to recalculate the SLA data. Navigate to SLA for the existing issue menu, enter a JQL condition for the recalculation, and click Generate.

My SLA shows incorrect data / isn’t behaving the way I want it to. What could be the reason?

Let's imagine, for illustration, that your SLA didn't end when it ought to have. In that scenario, try these:

Go to SLA History, and check the related actions.
Check the SLA configurations.
Check if the related condition is met by the issue.
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.

I’ve set notifiers but I’m not receiving any notifications. Why?

If you’re sending emails, you should check if the email is in the Spam folder. Or it could be because the recipients or groups you’ve chosen might have been deleted.

You should also make sure that the parameters you put in the subject or body are correct. If you're using our functions, you can check the related documentation.

I’m getting too many update notifications, which makes it difficult for me to keep track of important information in my SLA history. How can I fix this?

We recommend you set a higher target date refresh interval number to solve that problem.

Can I reorder SLAs shown in the SLA Panel or the Time to SLA Custom Field?

You cannot reorder SLAs in the SLA Panel and Time to SLA Custom Field. There is an ongoing backlog issue with the ability to change the order of the SLAs. They are currently listed in the following order:

SLA Panel:

Breached SLAs: ordered from the most extended overdue duration to the least.
In Progress SLAs: ordered from the least remaining time to the most.
Met SLAs: ordered from the least remaining time to the most.
Not Started SLAs.

Time to SLA Custom Field: This field orders SLAs by their remaining time without considering their current state. We are working on changing this field's current ordering to an order that is used in the SLA Panel.

Is there a way to export the information on Time to SLA custom fields?

Yes! You can simply use data pipeline to export this information. Data pipeline provides an easy way to export data from Jira, Confluence, or Bitbucket, and feed it into your existing data platform (like Tableau or PowerBI). To learn how to use it, check out this Jira documentation.

What happens when multiple SLA events occur at the same time? How are simultaneous events ordered?

When multiple events have the same timestamp, Time to SLA applies a second level of sorting to determine the order in which those events are processed. Events are handled in a predefined order that matches the behavior in TTS Cloud:

Start → Resume → Pause → Stop → Reset → Invalidate

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