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SLA's and dashboard gadgets

Peter Grainger

Hi, I am using the out of the box dashboard gadgets to report on breached: time to resolution and breached: time to breached: time to first response and we have just increased the SLA's as they were far too short. My question is, does increasing the length of time on the SLA's on affect the new issues that are created now or will this also affect the SLA's of the previous tickets that were raised? Thanks :-)

Accepted answers

Walter Buggenhout

Hi @Peter Grainger,

Updating your SLA's does reflect on all tickets that still had their SLA timer running. That means both existing and new tickets.

Your SLA timer - behind the scenes - has 3 potential states: running, paused and completed. Issues with a completed SLA will not be impacted by the update (as they were completed within or outside the SLA target at the time of completion), but all other issues will have their SLA recalculated in line with the new targets.

Hope this helps!

All comments

Walter Buggenhout

Hi @Peter Grainger,

Updating your SLA's does reflect on all tickets that still had their SLA timer running. That means both existing and new tickets.

Hope this helps!

Peter Grainger

Thank you Walter, I appreciate the answer :-)

Vitalii_Bobak_SaaSJet

Hi @Peter Grainger 👋 and everybody who is looking for solution.

Adjusting SLAs is a common scenario when fine-tuning team workflows. Here’s how Jira handles SLA changes and how you can further enhance your reporting:

How SLA Adjustments Work:

When you increase the SLA time, newly created issues will automatically follow the updated SLA rules.
For existing tickets, SLA changes will not retroactively apply to the time already logged. However, the updated SLA will take effect from the time of the change onwards.

How to Manage and Visualize SLA Metrics More Effectively:

If you want a deeper level of insight into breached SLAs and other time metrics, try out Time Metrics Tracker. Here’s how it can help:

Historical SLA Data: add-on allows you to calculate and review time metrics for historic issues, regardless of SLA changes. This is particularly useful if you want to analyze trends before and after adjustments.
Customizable Reports: You can create custom time metrics like “Time to First Response” or “Resolution Time” and compare breached vs. non-breached issues over time.
Dashboard Integration: Time Metrics Tracker has own dashboards, providing gadgets that show visualizations of your time metrics. This makes it easier to track SLA compliance and optimize team performance.
Exportable Data: Easily export data in Excel/CSV formats to share insights with your team or stakeholders.

Add-on developed by my team.

If you’re looking to dive deeper into customizing reports for specific scenarios like this, feel free to book a live session — I’d be happy to help!

I hope you find this helpful 🚀

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