How set SLA for "Resolution Time = Actual Submission Time"

Question

Hi Team I want create a SLA for JSM project,

Christos Markoulatos -Relational- · Accepted Answer

Hey @Ashok Gottipati

In Jira Service Management, SLAs work like a stopwatch: you define start and stop conditions (for example, start when the issue is created, stop when it’s resolved). There’s no way to set an SLA as “Resolution Time = Actual Submission Time” because SLAs measure elapsed time between two events, not a fixed timestamp. The system can’t retroactively set resolution equal to submission, it only tracks duration.

If i understand correctly your goal is to measure how long it takes from submission to resolution, that’s the default Time to resolution SLA:

* Start: Issue Created
* Stop: Resolution: Set

You can configure this in Project settings → SLAs.

* Set up SLAs in Jira Service Management
* Create SLA goals and conditions

Hope this helps!