FAQ: SLAs

Owned by Derya Özdemir
Last updated: Oct 04, 2023
4 min read

This page is about Time to SLA for Jira Cloud. Using Jira On-Prem? Click the On-Prem button above.

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

🎯 On this page:

 

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 all, with the help of a handy checklist:

  • 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.

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.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. Here’s how.

Can I select a different calendar for each issue dynamically?