目的

This article aims to explain how to quickly troubleshoot issues with your SLA configuration and help analyze the SLAs you see in the issue view.

前提条件

At least have a basic understanding of how to use SLA in Jira Service Management. Please refer to Create service level agreements (SLAs) to manage goals for further information about this.

Here are some steps that help debug the cause

1. Identify what is wrong with your SLA on an issue. Is it missing/incorrect/in the wrong state(completed/running/paused)?

2. Review your SLA configuration under Project settings > SLA 
   
   a. START/PAUSE and STOP conditions: Are these aligned with your business needs? Are the same triggers used for multiple conditions?
   For example, having the same conditions defined for START and STOP can trigger multiple cycles of SLA on the issue
   In such cases, you can see multiple cycles on the SLA for each START and STOP condition met in the issue history. Click on the tab "within 4h" to get a list of all completed cycles.
   Now verify if these cycles match your configuration
   

   
   b. The target that is supposed to be displayed on the issue, you would need to match the JQL of each goal to figure it out
   For example, if the ticket is supposed to have 8h on TIme to first response SLA but shows 4 hrs then verify the goals to see if the issue matches any in the top-down order. The one that matches first is applied
   
   
   

3. Check the SLA entries stored on the issue

   You can perform a GET API call to retrieve all SLA information

   Using Postman or curl perform the below call to retrieve the SLA records on an issue

   Using this response, we can see that there are two completed cycles and one ongoing cycle of Time to First response SLA. You can then use these times(startTime, stopTime, elapsedTime, etc) as reference to cross check for events in the issue history tab.

4. If you find a mismatch, that is, wrong SLA on the issue or the SLA panel empty then we would need to manually recalculate the SLA using the steps from SLAs in Jira Service Management that are missing or disappear

5. Check if you need to modify your SLA (if the existing is causing issues) and perform a recalculation on the tickets

   Modifying the SLA configuration will automatically re-index the ongoing cycles to match the new configuration. However, you might need to run the recalculation manually for the ones with completed cycles as shown in SLAs in Jira Service Management that are missing or disappear

Common Issues

Some Known Bugs

• JSDCLOUD-5171 - SLA is not started when starting and pausing/stopping the SLA at the same time
• JSDCLOUD-9491 - SLA calculated incorrectly when you change issue type of an issue and the SLA cycle has completed
• JSDCLOUD-9096 - Editing or removing the options of a field that is part of an SLA goal query will prevent the SLA from being updated
• JSDCLOUD-10626 - SLA calculations are delayed or do not appear on the UI timely.
• JSDCLOUD-3562 - SLA disappears if the "Stop" condition refers to a past event

Other articles related to SLA

• SLAs in Jira Service Management are missing or disappear
• SLA keeps counting for closed issues imported via CSV
• Breach time not found in SLAs
• Rolling SLA to track if an agent made a comment/update every X amount of time
• Measure Time to first response SLA for reopened issues in a JSM project
• Display the actual time or elapsed time of SLAs using Automation
• How to find the smart value of the SLA component of JSM issues