Ok, I should have thought of that, thanks!

Oh, and please ignore the "Calendars" column in the screenshot. This feature isn't released yet (but will be released soon).

Looks like you use the out of the box configuration for a newly created project (see attached images). Either the Service Desk request you used auto-filled the priority to Blocker, or you manually chose Blocker when creating the request. Try creating an issue in JIRA setting priority to Blocker, you should end up with the same SLAs as the issue created through Service Desk.

Hope this helps,
Michael

Hi Andy,

The way you create issues does not affect SLAs as such. However, the project and shape of issue does.

If you look at your screenshots, you see that for the two metrics the goal time is different. Time waiting for support: 1 hour for an issue created in Service Desk, 24 hours in JIRA. Time to resolution: 24 hours for an issue created in Service Desk, 96 hours in JIRA.

Assuming you create all issues in the same project, I would guess that your goal configuration somehow targets issues created through Service Desk differently. Please check the SLA configuration tab in your Service Desk, specifically verify the JQL defined for the different goals. From the JQL it should be fairly clear why the issues created in Service Desk have a different goal time applied to them.

Regards,
Michael

shows what you get through the SD ui.

through email

through jira UI.

I can see that 'using' SD would be better, but what API avenues are open to fix this up?