OLA calculation

Question

Hi,

we are in a process of moving from DC to JSM/JSW and having the following issue. Need to calculate OLA per team in JSM ticket.

However, current SLA editor does not allow me to use "Response team" as a conditon (in JQL).

I heard SLA editor v1 allows that. Can anyone confirm?

It's a critical requirement

Thx

Vaclav

P.S. not possession of Time to SLA plugin

Alina Kurinna _SaaSJet_ · Answer

Hi @Vaclav Pechr ,

I don’t think native JSM Cloud will handle this the way you need.

The main issue is that you are not just trying to filter tickets by team — you want to measure how much time L1 and L2 each spent on the same ticket while the workflow status stays the same and only the Responsible team field changes.

That is where native SLA logic usually becomes too limited. In practice, the usual workaround is to reflect team ownership in the workflow itself, for example, with separate statuses like:

In Progress L1

In Progress L2

Then you can calculate separate SLA/OLA timers based on those statuses.

If you want to keep one shared workflow and still calculate OLA per team inside the ticket, this is exactly the kind of case where an app is usually needed.

Our team built SLA Time and Report for Jira for scenarios like this. It gives you more flexible SLA/OLA logic and is much better suited when you need timing based on team ownership, custom fields, alerts, and reporting – not only on status changes.

So my short answer would be:For same status + team-based OLA split, a dedicated SLA app is the more realistic option.

Hope this helps.

Himanshu Tiwary_go407r · Answer

Hi @Vaclav Pechr,

If the Responsible team is your own custom field, then yes, your use case is really about being able to use that field more flexibly in SLA goal conditions, so that the SLA or OLA can reflect how long the issue stayed with each team during the workflow.

From what I can confirm, Jira Service Management Cloud currently does not provide enough flexibility in the SLA configuration to extend those JQL conditions in the way you described for this kind of per-team calculation. In other words, while the SLA editor supports start, pause, and stop based on statuses and certain conditions, it does not natively support the level of custom-field-driven logic needed for your L1/L2 split within a single ticket.

So your understanding is valid: what you need would require stronger JQL condition support, or a more advanced way to evaluate custom field changes over time inside the SLA setup.

At the moment, this looks more like a product limitation than a configuration issue.

Possible alternatives may be:

using automation to stamp timestamps when the responsible team changes

storing team-specific elapsed time in separate custom fields

building the reporting outside the native SLA setup

But for native SLA goals in Cloud, I do not see a direct way to achieve this exactly as described.

If this behavior is important for your migration or process, I would recommend raising it with Atlassian as a feature request / product gap.

Vaclav Pechr · Answer

Hi @Himanshu Tiwary , I may not have been very clear. I know that Response team is not a system field, it's my custom field.

I simply need to calculate OLA per team within 1 JSM ticket using my workflow which is joint for both teams (e.g. L1 = Service Desk, L2 JIRA team), no In progress L1 or In progress L2, just In progress + Responsible team. If incident took 4 hours, I need to know that L1 spent 2 hours and L2 also 2 hours and whether goal for L1/L2 has(not) been breached.

SLA editor allows me Start/ Pause/Stop at certain status but doesn't allow me to extend the JQL condition for my customer field "Responsible team". That's my issue.

JQL condition extension would help solving it

Thx for your response in advance

Vaclav