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Problem

Time to SLA custom field does not display any value.

Diagnosis

Time to SLA custom field displays value under some circumstances, and you won't be able to see the field if these conditions are not meet

Cause

  1. Time to SLA custom field can be seen to users who have permissions to see the field. Permissions are given in Time to SLA Menu > Field Permissions page 
  2. Time to SLA custom field can be seen if there is at least one running SLA. If the issue has been into the target status (or date), then SLA is completed and it is not a topic of Time to SLA field. 

Resolution

  1. Ensure you have given the right permissions to users, groups or project roles in Time to SLA Menu > Field Permissions page 
  2. Ensure there is at least one uncompleted SLA, since completed SLAs are not displayed under Time to SLA field, but in SLA Overview tab field or Overdue custom field (if there is overdue).
  3. Ensure Time to SLA custom field configuration has the right SLA(s) selected. By default, Time to SLA fields displays values for all SLA definitions (if they are uncompleted and applicable to the issue)