Best SLA plugin for my usage

Hi @slucchesini , 

It sounds like you’ve already explored Time to SLA quite thoroughly and are running into a Jira Cloud limitation: SLA start/stop conditions can react to changes in a value, but you can’t assign a different calendar to each Team value within the same SLA goal.

A Jira Admin can define a global calendar, but that won’t solve this case either — you need a separate calendar per Team.

🌱 If you’re open to a Marketplace app, ChronoFlow - Wait Time Analysis for Jira is designed for this kind of per-Team time tracking:

• 🌍 Separate calendar per Team: Create a ChronoFlow custom field for each Team and assign its own business calendar — e.g. 24/7 for Team 1, 9–5 for Team 2, with separate holiday/weekend settings. Each Team’s time is calculated independently.
• 📊 No blended SLA: Each Team gets its own metric and calendar. You can add a target/goal if needed, or simply track the actual elapsed time.
• 🏷️ Custom fields & JQL: Each Team’s calculated time appears as a custom field on the issue view/issue navigator and can be queried with JQL.
• 📤 Reporting: Reports can be based on JQL or saved filters and exported as CSV, JSON, or XLSX.

One detail I’d recommend confirming for your setup: whether the metric can be triggered directly by a change in the Team field, or whether Team needs to map to a status/status-group. If Team can change without a status transition, this distinction is important.

🍀 If you’re looking for a plug-and-play solution that saves you from the "formula headache," feel free to explore the Atlassian Marketplace link I’ve provided or reach out to me for more details. 🍀

Disclaimer: I work for the vendor who developed this application.

Hi Simon,

It's Dilara from Time to SLA, Appfire team! Allow me to help you with your question!

We’re aware of this behavior- the missing 'Team field value is changed to' option- and have already been reviewing it internally. The good news is that our team is working on an improvement, and we expect it to be available very soon.

I’d be happy to share more details about what we’re planning to implement and how it could help with your use case. If you could raise a support ticket using the link below, I’ll be happy to follow up with you directly and assist further:

Support portal link

In addition to this improvement, we’re also working on further enhancements to the Reporting page. These updates will provide more flexible and useful reporting capabilities, particularly when using the Team field. Your feedback is really important to us; we'll be happy to get your opinion to build the best for your case.

We’re looking forward to bringing these improvements to you, and I’d be happy to discuss them in more detail through your support request.

Kind Regards,

Dilara

Hello @slucchesini 

SLA Time and Report for Jira could cover most of this use case.

You can configure SLA Start/Stop conditions based on the Team field value, so, for example, one SLA can track only the time when Team 1 is responsible for the ticket. You can also configure different SLA goals based on the team if needed.

For teams with different working hours, we also have a Multiple-scheduler SLA. It allows you to use different work schedules within one SLA configuration, for example, a 24/7 calendar for one team and business hours for another.

For reporting, you can export SLA data to CSV (or PNG, JPEG, SVG, PDF,  XLSX). JSON export isn't currently supported, though – hopefully that's not a blocker for your use case.

In any case, you can give the app a try and see whether the configuration fits your workflow. If you have any questions while testing it, feel free to reach out – happy to help.
Regards!

Hi @slucchesini 

You can do all of this (and much more) with our app ScriptGenie for Jira. It will require some scripting but we are happy to help you with that.