I cannot see all SLAs within an issue

Owned by Derya Özdemir
Last updated: Oct 25, 2023
3 min read

This page is about Time to SLA for Jira On-Prem.

Problem

An SLA is missing within an issue.

Diagnosis

SLA data might be missing for that particular issue, or your configurations might be preventing the SLA from being displayed.

Possible Causes

  1. The SLA data is missing because of various system errors.

  2. You created the issue before you created the SLA.

  3. The issue is out of the SLA's scope because of the priority, workflow, or JQL selection in the SLA configuration. 

  4. The type of issue or project is either on the SLA blacklist or is not on the general SLA whitelist.

  5. The user does not have permission to display the SLA Overview Tab, SLA Panel, or Time to SLA Custom Fields.

  6. The SLA is hidden on the SLA Overview Tab, SLA Panel or Time to SLA custom fields.

Solution

Automated diagnosis with "Where is my SLA? tool

Available in TTS 9.0.0+

We have designed the "Where is my SLA?" tool to troubleshoot and solve this problem. To locate the "Where is My SLA?" menu, please refer to this page.

The results displayed after filling out the necessary fields will show you the reason for the missing SLAs.


Manual diagnosis steps

Before you start:

In order to understand whether the problem is in the display configurations of the SLA or not, get a diagnostics report for the issue and see if your SLA has data within the issueSlaDetails key. If you can see SLA data on this list, ignore steps 1, 2, and 3. Click here to learn how to get a diagnostics report.

1. Regenerate SLA data from Time to SLA > Regenerate SLA data on the issue screen. It is always a good idea to take this action before trying other solutions.

2. Review your SLA configuration if you are undoubtedly sure that the issue must be within that SLA's scope.

3. Go to Time to SLA > Settings > SLA Calculation Scope and make sure that those settings do not exclude the project and issue type for your issues.

4. Go to the Time to SLA > Permissions page, and confirm that the user has permission to view the SLA.

5. Please check the following:

SLA Overview Tab: The JQL filter may hide the Overview Tab for all issues. Check the Overview Tab JQL configuration in Time to SLA > Settings > General tab. Also, keep in mind that the SLA Overview Field is only visible on the issue navigator or project view.

SLA Panel: You may have excluded some SLAs from the SLA Panel. Check the SLA Context configuration on the Time to SLA > SLA Panel page.

Plugin Custom Fields: Go to the Time to SLA > Custom Fields page and check Configuration > Including SLAs for each custom field.