From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
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Troubleshooting SLAs - Jira Tutorial
From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
Troubleshooting SLAs
- In this section, I'll help you identify and troubleshoot common SLA issues. When you have many SLAs, goals and calendars, things can get confusing- If something's not quite right, it's usually caused by incorrect criteria, configuration changes, or incorrect user expectations. For example, if the wrong calendar is selected, the timer might be running outside of expected work hours. I always start troubleshooting by checking the time goal, calendar and JQL query. In an issue, the agent can click on the time goal and see the associated calendar. Next. Sometimes a Jira configuration change breaks SLA queries. Just be careful when renaming statuses and custom fields, you should always research where those values are used first. You might inadvertently break an SLA and automation reports or workflow functions. Finally, sometimes everything is working as designed, but that may not be as desired or as understood. So here's an example. One of my customers reported a problem with their time…
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