SLAs configured in the service project are not displayed on the issues

Summary

Sometimes you may observe the SLAs set up in the service project not appearing on the issues in the agent view.

Diagnosis

Different scenarios can lead to this behavior:

Scenario 1:

SLAs will not be displayed on the ticket if they do not match the SLA JQL defined in the SLA configuration.

For example, in the below screenshot, SLA is configured to have 1hr of SLA goal when the priority is "High". If the priority in the ticket does not match the JQL or the ticket has a priority as Low then SLA will not be displayed.

Note: To check whether the issues/tickets are matching the JQL defined in SLA configuration or not, we can test the JQL query using the advanced search with Jira Query Language (JQL).

Scenario 2:

SLAs will not appear on the ticket if the SLA goal is set to "No Target." An SLA with a No Target designation indicates that it lacks a specific goal. Consequently, if an SLA does not have any defined goals, it will not be visible on the ticket. To ensure that the SLA is displayed, it must be configured with a time goal, such as 1 hour or 4 hours, rather than being set to "No Target."

Note: The default target for All remaining issues is designated for untracked issues that do not require a SLA on the ticket.

Scenario 3:

In IT service management (ITSM) projects, requests are classified into four primary categories: Service Requests, Incidents, Problems, and Changes. When SLAs are set up based on the Ticket category, individual issues created within the service project are filtered according to this category.

For example, if the Time to First Response SLA JQL is configured based on the "Ticket category," the SLA will only apply to tickets that have a request type assigned to them under the Service Request, Incident, Problem, or Change categories. If the issue is created with no request type or with request types outside of the "Ticket category", SLA will not appear.

Solution:

Option 1: For issues with no request type

• Navigate to the affected issue and locate the Request type field of the issue.

• Select the appropriate request type from the Request typedrop-down field.

Note: SLA recalculation automatically triggers for all issues where the SLA is still active. However, issues that have either met the SLA (completed) or Closed will be excluded from this recalculation. In such cases, a manual SLA recalculation can be initiated using REST API calls. For further details, please refer to the following resource: SLAs in Jira Service Management are missing or disappear - Jira - Atlassian Documentation.

Option 2: For issues with request types outside of the "Ticket category"

To modify the SLA configuration, replace "Ticket category" = ... JQL with "issue type" in (...). The issue types specified should be those to which you want this SLA goal to apply. For example, to ensure the SLA includes all Service Request issue types, adjust the JQL as follows. This modification will allow the SLA goal to be determined by the issue type of the tickets rather than their request types.

For detailed guidance on configuring SLAs, please refer to the document Set up SLA goals.