How to fix SLA time

Question

Hi all -

I am having a hard time trying to fix SLA times. Currently, the times are 7 hours off. A ticket will state Created 7:16, but in reality, it is 12:16 EST. I can't figure out how to get it to be the correct time and not have a 7-hour difference. SLA is configured to NY timezone, 24hr, etc.

Alina Kurinna _SaaSJet_ · Answer

Hi @Claire Profenno !

It seems that the issue with your SLA time might be related to time zone settings. If the time displayed doesn’t match your expectations, adjusting the time zone in your SLA configuration can help resolve this.

Here’s how you can do it using the SLA Time and Report for Jira add-on developed by my team:

Go to the SLA Configuration section.

Select the SLA you want to adjust.

In the Work Calendar settings, choose the correct time zone for your team. This ensures that the SLA is calculated based on your local time.

Save the configuration and check if the SLA aligns with your expected timeframe.

In addition to fixing time zone issues, our add-on allows you to:

Track SLA performance in real time using the SLA Grid.

Generate detailed reports to analyze SLA compliance and identify trends.

Customize SLA notifications to ensure your team stays informed of approaching deadlines.

The add-on is available for both Cloud and Data Center.

If you have any additional questions or need help with the setup, feel free to reach out — I’ll be happy to assist!

Claire Profenno · Answer

I got it figured out!

Claire Profenno · Answer

priority = HighAll matching priorities24/7 Calendar (Default)24h