How to set SLA time format

Question

How to set SLA time format like this Date + HH:MM:SS..?

Is there any option to do this setting in service desk OR in Jira.

Shradha Singh_ok9qny · Answer

Hi, My requirement is to show Time to resolution > remaining time in date format rather than Hours or days or week. This will be used as a 'Due Date' in my reports. Can anybody please suggest, is there any field in SLA fields which can be used for the purpose. If I use REST call http:///rest/servicedeskapi/request//sla then is there any field in the response which can be used for the purpose. { "size": 4, "start": 0, "limit": 50, "isLastPage": true, "_links": { "base": "http://", "context": "", "self": "http:///rest/servicedeskapi/request/JIRAISSUEKEY-114/sla" }, "values": [ { "id": "12", "name": "Time to approve normal change", "_links": { "self": "http:///rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/12" }, "completedCycles": [] }, { "id": "11", "name": "Time to close after resolution", "_links": { "self": "http:///rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/11" }, "completedCycles": [ { "startTime": { "iso8601": "2019-07-17T00:56:10-0700", "jira": "2019-07-17T00:56:10.000-0700", "friendly": "17/Jul/19 12:56 AM", "epochMillis": 1563350170000 }, "stopTime": { "iso8601": "2019-07-24T00:56:10-0700", "jira": "2019-07-24T00:56:10.000-0700", "friendly": "24/Jul/19 12:56 AM", "epochMillis": 1563954970000 }, "breached": false, "goalDuration": { "millis": 144000000, "friendly": "40h" }, "elapsedTime": { "millis": 144000000, "friendly": "40h" }, "remainingTime": { "millis": 0, "friendly": "0m" } } ] }, { "id": "10", "name": "Time to first response", "_links": { "self": "http:///rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/10" }, "completedCycles": [ { "startTime": { "iso8601": "2019-07-03T18:11:07-0700", "jira": "2019-07-03T18:11:07.273-0700", "friendly": "03/Jul/19 6:11 PM", "epochMillis": 1562202667273 }, "stopTime": { "iso8601": "2019-07-17T00:56:10-0700", "jira": "2019-07-17T00:56:10.000-0700", "friendly": "17/Jul/19 12:56 AM", "epochMillis": 1563350170000 }, "breached": true, "goalDuration": { "millis": 14400000, "friendly": "4h" }, "elapsedTime": { "millis": 275170000, "friendly": "76h 26m" }, "remainingTime": { "millis": -260770000, "friendly": "-72h 26m" } } ] }, { "id": "9", "name": "Time to resolution", "_links": { "self": "http:///rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/9" }, "completedCycles": [ { "startTime": { "iso8601": "2019-07-03T18:11:07-0700", "jira": "2019-07-03T18:11:07.273-0700", "friendly": "03/Jul/19 6:11 PM", "epochMillis": 1562202667273 }, "stopTime": { "iso8601": "2019-07-17T00:56:10-0700", "jira": "2019-07-17T00:56:10.000-0700", "friendly": "17/Jul/19 12:56 AM", "epochMillis": 1563350170000 }, "breached": true, "goalDuration": { "millis": 201600000, "friendly": "56h" }, "elapsedTime": { "millis": 275170000, "friendly": "76h 26m" }, "remainingTime": { "millis": -73570000, "friendly": "-20h 26m" } } ] } ] }

Anders Grape · Answer

Does this new SLa standard only apply to Jira Server ?

We use Jira Servicedesk Cloud version and still have the old SLA format.

Julien Rey · Answer

@Sathish kumar thank you for the clarification. Then I'm afraid that it is not possible to include the second unit in the remaining time with Service Desk's built-in feature.

If it is required for your use case, when I would suggest taking a look at this 3rd party add-on since according to the documentation, it seems to be possible to include seconds as a unit.