Current Situation:

Due to events triggering SLA change which results in missing SLAs on tickets. This lack of visibility creates significant challenges, particularly when it comes to prioritizing the tickets.

While the SLA Reconstruction Resource offers a method for recalculating SLAs, this process is still manual and reactive. It is essential to adopt a proactive approach to identify and resolve these issues before they impact ticket management. Customers relying on support teams to address missing SLAs face unnecessary delays, which can lead to missed critical deadlines due to the absence of SLA visibility.

Improvements Required:

1. Proactive SLA Detection and Recalculation: Implementing a system for more frequent and automatic SLA recalculations would be highly beneficial. This could occur on a set schedule or in response to ticket updates, rather than depending on manual recalculation initiated by a support team member. Such a change would ensure that SLAs remain visible and accurate, significantly reducing the risk of mismanagement.

1. JQL Improvement for SLA Detection: Currently, JQL does not allow filtering of tickets based on the visibility or presence of an SLA. It would be advantageous if Jira could introduce an option to filter tickets by missing SLAs, or if a custom field could be utilized to detect instances where an SLA has not been calculated or displayed correctly. This enhancement would facilitate proactive identification and resolution of issues before they escalate.

1. Opportunity for Improvement: Recognizing the critical nature of SLA visibility more enhancements are required which should include better recalculation options or advanced JQL capabilities to identify tickets lacking visible SLAs.