SLAs not working

[Marius Schäfer]

I get an error in Jira Service Desk Cloud. When I open a ticket I see the following error message on the top right. I think the SLA information should be there:

Could not load SLA.
SLA may be indexing due to configuration updates. If this persists check the SLA configuration.

The tables of the tickets the column "time to first response" and "time to done" are empty.

• I have configured this project one week ago.
• I have changed the SLAs (Time to first response) to force a recreation.

Nothing of the above changed anything.

I want to buy Jira Service Desk Cloud for more users than the Free version can support. 

[Mike Bowen · Accepted solution]

Hi @Marius Schäfer 

If you could provide a screenshot of your SLA rules and maybe a sample ticket showing the empty times that would be useful. 

One picture is worth a thousand words. 

-Mike

[Marius Schäfer]

Yes, of course. In the other Jira related software the button to add an attachment is somewhere else. I think it is not possible.

Here are the two screenshots.

[Mike Bowen]

Hi @Marius Schäfer 

Have you tried adding a goal above 'All remaining issues'.

Those goals are like an IF then ELSE rule. It seems on your screenshot, you are only specifying an else rule, which it never achieves. You need to give it a goal.

For Example:

If issue type = Service Request AND status = In Progress then Goal is 48H

else goal is no target (OR 8H in your case). 

Here is another example:

notice how there is main goal and then the all remaining issues goal. 

-Mike

[Marius Schäfer]

Hi @Mike Bowen 

I recreated all SLAs and it works again.

I think some status might be in one of their workflows that our team has removed. Your help guided me in the right direction.

Marius