Hi,

We cannot delete the custom SLA Fields automatically - please see JSD-183 for more details. However as matthew.omalley noted, in 2.0.2 we added the ability to clean up unused SLA fields. Please see https://confluence.atlassian.com/display/SERVICEDESK/Managing+SLA+data for info on how to do it.

Thanks,
Kat
JIRA Service Desk Team

I take that back - has everyone concerned seen this article:

https://confluence.atlassian.com/display/SERVICEDESK/Managing+SLA+data

Seems to be fixed in 6.3.5 where the SLA custom fields can be cleared via

Administration / Add ons / Service Desk / Configuration

seems to display all SLA custom fields which are not in use. These can be cleared.

Same issue here - would like this to be resolved.

Same issue here. I would appreciate an urgent fix.

Hi miruflin,

Just flagging this again. We now have over 80 service desks, and that means we've got around 80 people configuring their own service desks and creating SLA's. As we can't prevent users from creating new SLA custom fields (JSD-116) it would be really nice to tidy up the old ones as we consolidate them.

It's a game of whack-a-mole though until we get JSD-116 addressed.

Any update on addressing this, or workarounds you can suggest?

Thanks Michael, have a great day,
Nick

This is a serious issue affecting our ability to scale Service Desk, I welcome a fix.

Please consider also giving admins an option to prevent users from defining new SLA Custom Fields: JSD-116. There's already 21 created in our instance that all mean similar things.

Same problem

Same for me. Our Jira is littered with custom fields that the service desk module has created, but that we can't delete. These show up in lots of unhelpful places (e.g. on the search screen).

We currently have 11 "Customer Request Type" custom fields, and it's impossible to know which are valid and which are redundant.

We also have 4 SLA custom fields, despite only having 2 SLAs active in the live system.

This module needs to clean up after itself, or help the user to.

Hi Michael,

I don't really understand your last sentence "The SLA shouldn't show for deleted metrics though, so please raise a separate bug report if that is the case.".

In French, default SLA labels are quite long, which are not beautiful in reports and tables. I have deleted all default SLA metrics and have created mine ("SLA resolution", "SLA reply", etc..). The default ones are still there in "custom fields" and I can't delete them, even if they are not used at all in all projects of my Jira instance.

How can I delete those unused fields ?

Cheers,
Patrick

SLA fields don't get deleted currently as they are used across all projects.

The SLA shouldn't show for deleted metrics though, so please raise a separate bug report if that is the case.

I can confirm this from JSD-183 that and old SLA is still showing on the issue even though I had deleted the SLA.

I thought this was an issue, but I can not reproduce it anymore.