SLAs
Asked by Waseem Haddad:

After editing my SLA, I can no longer see it when I open a ticket to work on it, what could be the problem?

here is my SLA  
Time to close after resolution - 1 goal

Time to review normal changes - 1 goal

Time to respond first - 1 goal

Solution time - 1 goal


Answers:
author: Manne Kj?rby - ProProces
body: Hi Waseem.

Could it be a problem in the SLA configuration?

Can you share you SLA configuration?

SLA is loaded top down, so try to check if the issues shown in the JQL stated in any of the SLA goals.

Kind Regards

Manne

comments: author: Waseem Haddad
body: Hello [@Manne Kj?rby - ProProces](/t5/user/viewprofilepage/user-id/5412178)  
here is my SLA  
Time to close after resolution - 1 goal

Time to review normal changes - 1 goal

Time to respond first - 1 goal

Solution time - 1 goal

I am a starter in JIRA and don't get this


author: Manne Kj?rby - ProProces
body: On each of those SLA, you would have some goals, and these goals have a JQL defined for which issues to hit.

It could also be that you haven't defined correctly when the SLA should start on the issue. So if you want it to start when the issue is created, then you would have to define it.

See below screenshot.

![sla.png](https://community.atlassian.com/t5/image/serverpage/image-id/301906i22F11A699006C7BA/image-size/large?v=v2&px=999 "sla.png")


author: Eugenio Onofre
body: Hi [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383)

Any changes to SLAs cause them to trigger a recalculation process on the background, which would prevent SLAs from being displayed while the reindex is still in progress.

There is a workaround to force the recalculation for specific tickets though:  
<https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html>

The time it takes to reindex the entire list of tickets depends on the amount of tickets you have with still counting SLAs.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Waseem Haddad
body: Hello [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) , I will wait to see how much Time does it takes


author: Eugenio Onofre
body: [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383) great!

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


author: Marc - Devoteam
body: Hi [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383)

Is the SLA re-index process completed on the project?

If you makes changes to an SLA the project starts to re-index this change directly, so it can occur that you will have to wait some time before the change is visible on the existing issues.

comments: author: Waseem Haddad
body: Hallo [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ,

I have optimised the SLAs to the last detail.

I cannot find any SLAs in the new tickets, how long will it take to see the SLAs?


author: Marc - Devoteam
body: Depending the amount of issues that the SLA is relating to.


Tags: cloud

jira-service-management

jira-service-management-cloud