Issue Summary

When purchasing Jira Service Management and having the a sample ITSM Service Project you can see there may be two duplicate "Time to resolution" SLA Custom Fields. It is not yet determined if this happens for other SLAs as well, but worth noting that it is a possible issue with others.

Steps to Reproduce

1. Create a new test site that has the JSM Product and ensure there is an "ITSM Sample Space" Service Project on the Jira site. Check the Custom Fields page in Issues, you will see there are two duplicate "Time to resolution" SLAs, which apparently are created at the same time, based on the backend database information.

Example where there are two Time to resolution SLAs:

Expected Results

There are no duplicate SLAs with the same name on the Jira site

Actual Results

There are duplicate SLAs with the same name on the Jira site, which is causing automation errors/failures.

Workaround

There are two options you can do to resolve this problem:

• You can deleted the SLA manually from the Sample Service Project. This can be done by navigating to Project Settings > SLAs > Navigate to the duplicate SLA (that you found within the Issues > Custom Fields page) > click the three dot icon (...), select Delete. This will remove the same space Time to resolution duplicate SLA:

• 
• If the duplicate SLA is not in use you can delete it from: Settings > Products > Jira Service Management - Configuration and scroll to near the bottom of the page to delete the "not in use" duplicate SLA. In this case both SLA's are being used so you will need to manually delete the Sample Space SLA instead:

Related Knowledge Base Article w/ Workaround

• Duplicate SLAs in Jira Site Causing Automation Error - https://confluence.atlassian.com/jirakb/duplicate-slas-in-jira-site-causing-automation-error-1252002326.html