SLA
I have an issue with the SLA function. I setup an SLA and add the first, next and resolve times. I add these columns and I can see the status of each one on the issues screen. But as soon as I enter a first response all the indicators of next and resolve time disappears and do not show anymore. Why is this happening?
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Hi Anton,
Sorry for the wait! Your screenshots helped narrow this down.
The behavior comes from the SLA condition you've configured. "New issue is created" only matches the exact moment a ticket is created. Any subsequent change on the ticket (a comment, a field update, a state change) doesn't match it, so the SLA stops applying and its values are cleared.
You can fix this by changing the condition to "Issue exists or is created" instead. That one stays true throughout the ticket lifecycle, so the SLA keeps applying.
With it, the behavior matches what you'd expect:
Let me know how it goes!
Hi Anton,
I'm Sergey from the YouTrack Team. Thanks for reaching out!
To look into this, we need a bit more context about your setup and what you're seeing. Please share:
Since this is a public forum, feel free to reach out to us privately at jb.gg/ytsup if you'd prefer not to share data here.
Looking forward to your response!
Hi Sergey Merzlov no issues sharing here, it's test data and other might learn from what I'm doing wrong. My logic say that the SLA metric should stay visible during the ticket life cycle but this does not seem to be the case. FYI, we just upgrade to the latest version, it was like the before and after the upgrade.
This is my config. I remove everything except for the one to keep it simple. I tried with the full config but got the same result.
This is the SLA indicators after logging the issue, no response yet, and it shows correct.
I then added a comment to the ticket and all the SLA metric disappeared
Same just with the details closed:
Thanks Sergey Merzlov that resolved my issue.