Setting-up SLA in JIRA Software projects

Question

Hi, I want to set-up SLA for JIRA projects. Now, I know that JIRA service management has dedicated SLA module which allows to set-up SLA based on goals, conditions and tracks time automatically. But I want to know the possibility of setting-up SLA, recording SLA start time, end time, pause time, first response time, SLA breached

Please let me know the possibility which exists in JIRA software for setting-up SLA. Thanks!

SilkeS · Answer

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Ayça Erdem_OBSS_ · Answer

Hello @Akash

Welcome to the community

Unfortunately, Jira's own SLA counters do not work backward. Whenever an SLA is enabled, it starts calculating for issues that are within the SLA counter limits at that time. It does not calculate for issues whose SLA definition endpoint has been reached. To see historical SLA breaches, you must extract data from the Issue History. You will find it much easier to use a third-party application to do this.

Timepiece -Time in status for Jira,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center.

In Status Duration report you can combine the time for multiple statuses to get metrics like Response Time (Time to first response), Resolution Time(Time to Resolution), Issue Age, Cycle Time, Lead Time  etc.

As an alternative approach, Timepiece also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. (Please see the screenshots below for both of the reports)

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issue type, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

The app calculates its reports using Jira issue histories, so when you install it, you don't need to add anything to your issue workflows and you can get reports on your past issues.

Hope it helps,

Ayça