FAQ: SLAs

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.

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.

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.

Make sure the start condition is correctly defined and the issue has triggered the start condition.

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.

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

Yes! Time to SLA allows you to calculate your SLA by choosing the calendar on the issue to avoid creating different goals for each calendar type. Here is how to configure it:

1. Open the related SLA configuration, navigate to the related goal, and choose the Calendar via Jira issue option. Then, save your configuration.

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2. After that, go to the related project, select an issue, and click Configure.

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3. Add the TTS-Dynamic Calendar (a dropdown field where you can see all of your calendars) to your issue view. Then, save the configuration and go back to the issue.

4. Select the related calendar value regarding your request, and the SLA will calculate the values regarding this calendar’s timezone, business hours, and holidays.

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This feature comes in handy, particularly when you've got a bunch of goals utilizing various calendars, even if the goal's type and value are the same. By using this feature, you can reduce the number of goals you have, ultimately increasing the app's performance.