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Why are SLAs not displaying properly in JSM Filters

Marc Rieder

We utilize JSM Cloud and have created SLAs which work well but we cannot seem to display them correctly when we add them as a column in Filters.

The ticket was created at 3:55 PM and In this screenshot, you can see that the Time to First Response was 3 minutes (SLA is 1 hour) and the Time to Resolution was also 5 minutes (SLA is 4 hours)

This screenshot is from our Filters and the Time To First Response is showing :57 minutes, which is basically the SLA of 1 hour minus the time it took to Respond (3 minutes), and the Time to Resolution is doing the same reverse math of 4 hours - 5 Minutes

My question is why don't these columns show 3 Minutes (instead of 57 minutes) for TTFR and 5 minutes (instead of 3:55) for TTR?

Or If there is another column I can use in this Filter then please advise as I cannot seem to find one

Thank you

Accepted answers

Trudy P Claspill

Hello @Marc Rieder

Welcome to the Atlassian community.

That same question was asked in 2023 in this post, and the answer was that the column is showing the time remaining in the "Time to first response" SLA, rather than the amount of time that passed until the first response occurred. It doesn't include an explanation of "why".

https://community.atlassian.com/forums/Jira-Service-Management/Time-to-first-response-Field/qaq-p/2453614

I don't know why that is true, and I have not yet found documentation about it.

All comments

Trudy P Claspill

Hello @Marc Rieder

Welcome to the Atlassian community.

https://community.atlassian.com/forums/Jira-Service-Management/Time-to-first-response-Field/qaq-p/2453614

I don't know why that is true, and I have not yet found documentation about it.

Marc Rieder

Hello @Trudy P Claspill

Thank you for the assistance and reference to the older post

Hopefully one day Atlassian will make this more "useful" in the filters view

Have a great day!

Alina Kurinna _SaaSJet_

Hi @Marc Rieder , thanks for raising this question!

You're absolutely right, in Jira Service Management, SLA fields like Time to First Response and Time to Resolution don’t show the actual time it took to meet the goal.

That’s why, in your filter view, it shows values like "57 minutes" instead of "3 minutes to response"; it’s subtracting from the SLA target rather than showing how quickly it was completed.

Unfortunately, native JSM filters don't support a column that displays the actual elapsed SLA time.

But if you're open to using a Marketplace app, I’d recommend trying SLA Time and Report, developed by my team.

With this app, you can:

✅ See both elapsed and remaining SLA time directly in the work item view tab
✅ Track multiple SLA goals (like first response, resolution, escalations) at once
✅ View a clear breakdown of:
• Start and target time
• % of time used
• Calendar applied and goal met/exceeded status

Here’s a visual example of how it looks inside a work item:

This helps teams easily understand SLA performance without writing complex filters; everything is visible at a glance.

Additionally, with the app, you can analyze SLAs by teams or custom fields, create reports based on any criteria, add SLA metrics to Jira dashboards, build visual performance charts, and automate actions when SLAs are breached.

Please let me know if I was able to assist you. If you have any further questions, I'm happy to help.

Regards!

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