SLA timer is missing from some issues - need help debugging

[Melanie Albrecht]

My team uses a Jira Service Management project in Jira 8.13.

We have a single SLA set up, with goals that distinguish by calendar (Australia, NZ, or India) and priority (Minor/Trivial or a higher priority).

Occasionally an issue gets resolved without an SLA timer appearing on it.

Usually this is because the assignee got added after resolution. My team has changed their behaviour so this almost never happens any more (win!).

However, I'm still seeing a few issues that are resolved without an SLA timer. None of them have the anti-pattern I already know about (resolving before selecting an assignee). I need help identifying what's going on.

Can you help me play Spot the Difference? Or point me to problems I haven't noticed?

Here's the config of the SLA:

Here's an issue with an SLA timer (this is GOOD):

Here's an issue without an SLA timer (this is the BAD one):

[Anne Saunders]

I'm intrigued - are the bad / no SLA tickets coming from all of the areas, or only from New Zealand?

The first idea I can offer is that you're using the "IN" operator in a couple of your SLA rules (the ones that reference NZ time) where you only have a single value in the parentheses. I would try swapping out

in (si551399)

for

= si551399

 
Alternately, I don't see a field for Epic Link - Is it possible that your bad / no SLA ones have an Epic Link set that you just don't see because of the Request's field config?

[Melanie Albrecht]

Thanks very much for these 3 ideas. 

1. No, it's not the New Zealand tickets. It's actually just the Indian tickets (but it affects both goals.)
2. Good call. I'll swap out the IN operator as you suggest. I like neatness.
3. Nope. Our stupid JSM project has both project work (Tasks linked to Epics) and BAU work (Requests). I wish it were otherwise.
   The Epic Link section in the SLA goals is my way of not attaching SLA timers to project work. 

I'm going to keep looking for more patterns within the problem tickets.

Thanks!