Missing SLAs in Jira Service Management Cloud requests
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
SLAs don't show up when you create a Jira work item, and an error message "Could not load SLA" may appear on the service project queue. Learn some reasons why this happens and how to fix it.
Cause
Problems with the SLA configuration
There are three mapped causes for this behavior:
The SLA has only one time goal, but no target has been set for it. As a result, the SLA can't begin counting down or tracking time.
The SLA conditions are not met, so the SLA can't start or populate.
Although the SLA start condition is met, the time goal has no target defined. Without a target, the SLA can’t begin counting down and won’t populate. Similar to the scenario described in the first cause.
Solution
Add target(s) to your SLA Time Goals and ensure all SLA Goals have a target, even for the "All Remaining Issues" which is the "catch-all" for all other requests.
Check that enough SLA Conditions are added for the Start, Pause, and Finish Conditions to ensure they are met whenever needed in those scenarios.
If these steps are completed and your SLAs are still missing from your Jira Issues, SLA recalculations might be required. In that case please refer to this article here: SLAs in Jira Service Management are missing or disappear
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