Common User Problems

This page explains common situations in plain language. For admin checks and diagnostics, see Troubleshooting.

An imported issue is not visible

Check:

1. The issue is inside the import date window.
2. The source connection works.
3. The import or reconcile job finished.
4. The issue filter includes the issue.
5. The source history contains a status mapped to Start.

The most common causes are a short import window, a filter that excludes the issue, or missing Start history.

An issue is visible but excluded

Excluded means SLApulse has the issue, but does not count it in SLA.

Common reasons:

Reason	What it means
Missing Start	SLApulse never saw a status that begins SLA tracking.
First status is already done	The imported history starts too late.
Filter mismatch	The issue type or priority is outside SLA scope.
Previously imported data	Mapping changed after import, so reset/reimport may be needed.

Import progress feels slow

Import has two parts:

1. scan source issues
2. import issue history and apply changes

Scanning can take time before many issues appear. This is normal for large projects or projects with long history.

Import says many changes were skipped

Skipped changes are usually fine.

They often mean:

• SLApulse already processed the same event
• the source status has no SLA effect
• the event did not change the current SLA state

If everything is skipped after a reset and no issues appear, check that the imported history contains statuses mapped to Start.

A running issue is not in Operations

Operations shows current attention, not every issue.

Check:

• the issue is not excluded
• the latest status is not terminal
• the project filter includes the issue
• the issue has an active SLA phase
• project and priority filters are cleared
• the project is live, not collect-only

Reports can still show work that does not need current operational attention.

Command Center says setup is incomplete

Command Center tells you when a project is not ready yet.

Check:

• source connection and credentials
• observed statuses and status mapping
• SLA goals for the priorities you use
• collect-only mode
• archived or filtered projects

Follow the next action shown in the project row.

A closed issue appears in a report

This can be correct.

Reports are historical. If an issue completed inside the report window, it can count even though it no longer needs live attention.

The lifecycle timeline does not start at creation

The lifecycle starts at the first observed SLA Start, not always the source creation time.

Creation alone is not always the contractual SLA start.

Example:

Source event	SLA effect
Issue created with status Backlog	No effect unless Backlog maps to Start.
Status changes to New customer request	Starts SLA if mapped to Start.

Business-hours timing looks different from wall-clock time

Business-hours policies only count configured working time.

That means evenings, weekends, and holidays may not count. Continuous policies count all time.

Report percentage looks too high or too low

Remember the denominator:

met / (met + breached)

Running and paused measurements are unresolved and are shown separately.

After changing mapping, old issues still look wrong

Use this approach:

1. Correct the mapping or filter.
2. Check a small known issue sample.
3. Use Reset project data if previously imported data was built with wrong assumptions.
4. Reimport the intended date window.
5. Check Issues and Reports again.