Take control of your SLAs: Reset breaches and track time directly in Jira tickets

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Sometimes an SLA breach happens not because of an actual delay, but due to failed automation or a technical misstep. That’s where the Reset SLA feature comes in — it allows you to configure specific conditions under which the SLA timer automatically resets, bringing reporting back to fairness.

I’m also happy to share great news for SLA Time and Report for Jira Data Center users - we’ve just released an update that expands the app’s capabilities and makes SLA management even more convenient for teams working under tight deadlines.

In this article, you’ll learn:
✔️ When and why to use the Reset SLA feature
✔️ How this update can improve your workflow and reporting accuracy
✔️ What the new in-ticket SLA panel widget looks like inside your Jira tickets

Let’s dive into the new capabilities 👇

Why teams need the Reset SLA feature and how it helps improve processes

Not every SLA breach is a real one. Often, it's the result of an incorrect status that didn’t stop the timer; a manual change of the date or priority after the SLA has already started; misfired automation; or a reopened ticket that should have remained closed, and so-so-so on.

In such cases, all reports, dashboards, and analytics start to “lie” and the team appears to be consistently missing deadlines, even though that’s not the case.

Here’s what the Reset SLA feature changes:

• Accuracy in reports - analytics will no longer be skewed due to technical errors.
• Control over exceptions - if the SLA went “off track,” you can restart it.
• Flexibility - in some cases, you need to restart an SLA after escalation or a change in conditions, and now you can.

This feature is especially useful for administrators, support teams, and departments that need to keep SLA metrics clean and transparent for management.

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🔁 What is Reset SLA, and a typical real-world example

Reset SLA is a feature that lets you define specific conditions under which the SLA timer will automatically reset.
 

Imagine this: an agent closes the ticket, the customer is satisfied, everything seems resolved - yet the SLA panel still shows a breach. This isn’t just a visual bug; it affects your reports and performance metrics.

Now, instead of manually adjusting the workflow or using automation workarounds, you can configure a Reset SLA condition, for example, when the priority changes or a comment is added and the timer resets automatically when that condition is met.

⚙️ How SLA logic works in Jira and why it can fail

In Jira, SLAs don’t stop just because an issue is closed. They stop based on specific criteria, such as reaching a certain status or triggering an event. If the status isn’t properly mapped or automation doesn’t fire correctly, the SLA keeps counting time even after the task is done.
This small misalignment can go unnoticed but leads to false breaches and distorted data in your SLA reporting.

📊 How this affect reporting and team metrics

When SLA timers keep running without reason, reports start showing breaches that didn’t actually happen. Your “% SLA Met” metric drops, average resolution time increases, and dashboards begin to reflect a much worse performance than what actually occurred.

This not only misguides internal teams but can also damage credibility with leadership or clients.

Reset SLA helps restore accuracy, ensuring your data reflects real performance, not technical glitches. 

What the Reset SLA feature does in the app

The Reset SLA feature in SLA Time and Report for Jira allows you to configure exactly when the SLA timer should automatically reset. This is especially helpful when issue conditions change — for example, during escalation, a change in priority, or reassignment to a new agent.

Unlike manual adjustments, Reset SLA works as part of the configuration. You define the logic: “if X happens - reset the SLA.” This ensures a fair and flexible tracking system without the need for workflow changes or complicated workarounds.

📍 Where to find it and how to use it

You can find this feature directly in the SLA Configuration Manager, within the SLA setup screen. Below the main Start, Pause, and Stop blocks, you’ll see a new section called Reset SLA.

1. Click the “Add condition” button.
2. Choose one or more conditions from the list - for example, priority change, comment from a specific user, change of assignee, and so on.
3. Once the selected condition is met, the SLA timer will automatically reset.

This gives you full control over when and why an SLA should restart, with no need for manual edits or additional Jira Automation rules.

Now that you can reset SLA timers based on custom conditions, there’s another powerful upgrade that brings even more visibility to your team’s daily work.

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SLA Panel inside the tickets

We've also added another improvement: an in-ticket SLA panel widget that lets you see SLA status directly inside the issue view.

This means agents and team members no longer need to switch between tabs or dashboards to understand the current SLA status. Everything is right there, in context, in real time.

Whether you're tracking time to first response or resolution, this widget keeps your team aligned and aware without any extra clicks. It’s a small addition that makes a big impact on efficiency, transparency, and decision-making.

How to find the SLA panel in the issue view?

You can easily track SLA performance directly within each issue view. Simply scroll down to the issue context section, where you’ll find a dedicated tab displaying SLA Time and Report data for that specific ticket.

This panel displays all the SLA goals configured for the issue, including different time limits based on your SLA rules, and allows you to track the amount of time already spent toward each goal. 

There’s no additional setup required: once you’ve configured your SLA goals in the SLA settings, the relevant data will appear automatically in each corresponding ticket.

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Who benefits most from these updates

🛠 Jira Administrators

Admins often carry the burden of troubleshooting inaccurate SLA reports caused by misconfigured workflows, status mismatches, or overlooked edge cases. With Reset SLA, they can now build logic-based resets directly into the SLA configuration — no need for workaround automations or time-consuming support tickets.

💬 Support Teams and Service Desks

Support agents deal with constant reassignments, reopened tickets, escalations, and shifting priorities. The ability to reset an SLA timer automatically based on defined triggers means agents aren't penalized for things outside their control — and reporting stays fair and clean.

The in-ticket SLA panel adds even more value: it gives agents immediate visibility into SLA status without switching tabs or relying on dashboards. Less context switching = faster responses.

📊 Team Leads and Managers

Managers rely on accurate SLA data to assess performance, forecast workloads, and report to leadership. False breaches and distorted metrics make it harder to tell what’s really going on. These new features help clean up the data — so reports reflect actual team efficiency, not technical noise.

🔍 Business Analysts and Compliance Teams

For teams working in regulated industries or under strict internal SLAs and OLAs, traceability and transparency are critical. Being able to track SLA resets — and understand exactly when and why they occurred — ensures audit readiness and builds trust in the system.

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More control, more clarity, less friction

With the latest updates to SLA Time and Report for Jira Data Center, managing SLAs becomes more accurate, transparent, and flexible than ever before.

✅ Reset SLA gives you the power to fix misleading breaches or manual work.
👁️ In-ticket SLA visibility puts the most important timing info right where your team needs it.

📊 Together, these features reduce noise in your reports, improve team alignment, and restore trust in your SLA metrics.

Ready to try it out?

Make sure you're using the latest version of SLA Time and Report for Jira Data Center to access these new features.
You’ll find Reset SLA in your SLA configuration settings, and the SLA widget directly inside your Jira issues.

If you’ve got questions, feedback, or ideas - drop them in the comments. We’d love to hear how these features are helping your team!