Two requests sit in In progress. One has 18 minutes left for a first response. The other has already breached its resolution goal. Your team needs to see that before deciding what to pick up next.
Jira Service Management tracks those clocks. BetterBoard can now show them where your team triages work. Start by adding the SLA metrics that guide your response and resolution decisions.
I work on BetterBoard at Released Software. We’ve added support for Jira Service Management SLA metrics on board cards, in filters, and in card color rules. Here’s a setup for a team that needs to spot requests approaching their first-response goal.
Show the SLA on cards
Open your BetterBoard board and select Display → Fields. Add Time to first response (or whatever you are tracking) to Fields in view, then save the board.
Each metric appears on the card. You can check its full state by hovering over or focusing on the SLA value. BetterBoard reads the values Jira calculates, including its goals, pauses, and working calendar.
Make a view for requests nearing a breach
Select Filter → Add filter, choose Time to first response, then set remaining → 30m. Save the board if your team will use this view regularly.
This finds requests with no more than 30 minutes left on an ongoing SLA. It excludes requests that have already breached. For those, use a separate breached filter.
A filtered view works well for the person handling the next responses. It gives them a manageable set to review without changing the underlying Jira requests.
Mark breaches on the full board
When the team needs to see all its work, clear the filter and use a card color rule instead. Open Display → Card colors, add a Single color rule, and set its condition to Time to resolution → breached. An accent line makes matching cards visible while they remain in their usual columns.
The breached condition can include a completed SLA cycle, so a marked card does not necessarily have a clock still running. Open the work item in Jira when you need the cycle details.
Review work that is waiting
If your service space pauses an SLA while waiting for a customer, try a paused filter. It gives the team a way to check those requests together and confirm that the next action is clear. The paused state comes from Jira’s SLA configuration; BetterBoard does not change the clock.
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Disclosure: I work at Released Software, the team behind BetterBoard
