Set SLA duration in minutes is not working

[Olivier Rocher]

Hello,

in Jira Service Management, I tried to set a SLA to 20 minutes for critical issues:

Please find my SLA configuration:

But when creating a criticacl issue, the default "8H" SLA applies.

What am I doing wrong ?

Thank you,

Best regards,

Olivier

[Sam Thornton]

Just checking, does the space between 20 and m interfere with anything?

Might be worth removing that space and see whether that makes any difference?

[Olivier Rocher]

Hello @Sam Thornton ,

Currently, I tried to remove the space, but when saving, it adds it again.

Can we simply set SLAs this way ?

Thank you,

Best regards

[Nikola Perisic]

Welcome to the community @Olivier Rocher 

Were you changing the priority to Critical or when the issue was created it was set to be Critical?

[Olivier Rocher]

Thanks @Nikola Perisic , I created the ticket with critical priority.

[Olivier Rocher]

Hello again,

I just tried again creating it as critical. It appears again with the default 8H SLA:

Let me know if this helps.

Best regards

[Teodor Hoza]

I am dealing with the same issue, but my question is when you set an SLA based on minutes, should it update instantly on the SLA side panel, or should we wait for the SLA's to be calculated on all tickets in order to see them updated? Thing is that I have set an SLA for 24 hours and it updated immediately, but these set on minutes, don't and I've set a custom SLA that measures time to 1st assignment but that one does not show at all.