SLA Configuration in JSM

[shreshthi_jain]

Hi,  

I am trying to configure SLA in JSM.  The SLA is created but I am unable to view it at workitem screen.

I tried to add the SLA field in the Work Item Layout, but it disappears as soon as I save it.

Please let me know the issues

[Alina Kurinna _SaaSJet_]

Hi @shreshthi_jain 

Thanks for your question, what you're describing is a common challenge when configuring SLA rules around manual ticket assignment in Jira Service Management (JSM). Unfortunately, JSM’s native automation is somewhat limited in handling specific triggers like "Assignee changed" in combination with SLA start logic.

I’d recommend an alternative and much simpler approach using a Marketplace app – SLA Time and Report for Jira, developed by our team at SaaSJet.

With the app, you can easily add and view SLA at work item screen, how it looks in app:

You can also configure a rule to measure the response time after manual assignment, like this:

• SLA Goal: “Respond after assignment” (1 hour)

• Start Condition: Assignee changed → SLA starts counting when the ticket is manually assigned

• Stop Condition: Comment from assignee → SLA stops when the assignee adds a comment

• Alert Configuration: Set up pre-breach notifications (e.g., trigger alerts at 90% of the SLA time)

• Dashboards & Reports: Monitor performance with built-in SLA charts, Met vs Breached stats, and exportable reports

• Displayed SLA panel on Work item Tab: view SLA time directly on the work item page

Why it helps

• No need to write complicated automation rules or worry about monthly limits

• You gain full control over SLA logic, even with dynamic actions like manual assignments

• Transparent tracking across tickets with real-time reporting

• Customizable per project, priority, user group, etc

If you'd like help setting this up or want to see a quick demo, I’d be happy to assist, just let me know!

Regards!