Gökçe Gürsel {Appfire} Atlassian Partner

Hi @Vivek Singh , This is a classic use case for Time to SLA. You can set up an SLA to start with issue creation and end with the transition you mentioned. So when this transition happened you can see how many days the issue has been worked on in the SLA Overview tab. You can extract these values using our Groovy scripts…

Hi @Роза Галеева Did you try to open a support request at Atlassian? I'd suggest reconstructing SLA data, but you said it didn't help so at this point, getting support from Atlassian might be better.

@Dorcas Chen Perfect! :) If you have any questions, you can reach out to us through or customer portal here or just send us an email. I'd be happy to assist you. Hoping to hear from you soon. Cheers, Gökçe

Hi @Isfan Fajar Sawito , For easy to use SLA tracking in Jira Service Desk and in Jira Software&Jira Core, I suggest Time to SLA. With Time to SLA, you can define different calendars with holidays and use them in your SLAs. After the configuration, you can keep track of your breached SLAs easily through TTS reporting…

Hi Dylan, You can add this field as a column in the issue search window and after that, you can generate reports. In the last month, Agent (X) spent (Y) hours with Customer (Z) This can be achieved by a JQL query, however, for your second query you can generate the report like this and after that, you can easily calculate…

Hi Dorcas, For easy to use and customizable SLA management in Jira Core, Software, and Service Desk, I suggest using Time to SLA. You can define Resolution time SLAs as it fits your use case, such as starting when it moves to To Do column to the Done column with Pause statuses. After you generate SLA data, you can generate…

Hi, Time to SLA offers a novel way to solve this issue. You can define an SLA with start condition Status (Closed Request) and End Strike1 with an SLA Goal of 1 day (or more, it doesn't matter much). After this, you can configure a notifier to fire a custom event when 1 day passed in this status and catch this Event with…

Hi Jani, I couldn't find an article for the Cloud but, it looks like those data points are calculated per day for SLA success rate report so if no ticket is opened for those days than the report will be calculated as 0% of the SLA for those days if no SLAs are carried over from previous days.…

Hi Joanna, Given that there are no worklogs present in the issues, I recommend using Time to SLA to see which users are working on which issues. You can also get summary reports and detailed reports to see whether your users are on top of their workloads. Also, since there are no worklogs entered by the users, you can just…

Hi Javier, It must be that some issues are not in the scope of the SLA, so they don't appear in the issues and the series. With these being said, for easy to understand reporting I suggest Time to SLA. It has a detailed report and summary report features that give their users both a summary report and a report that has…

Hi Rob, Happy to have you onboard :) We've answered your tickets at the same day but now I realize there is a mixup. I'm replying to you through email right now. Edit: Just sent you an email. Thank you for notifying me. Best, Gökçe

Hi Hammat, Time to SLA lets you track how much time you have left before you breach your goal with a live counter. This SLA Panel lets you stay on top of your game :) It also has a Time to SLA custom field so that you can see how much time you have left in issue navigator so you won't miss anything. Let me know if you have…

Hi Rob, For one of a kind SLA reports, I suggest Time to SLA. It has a detailed report and summary report features that give their users both a summary report and a report that has pieces of detailed information such as remaining time, working duration on the SLAs. You can then export these reports to Excel in the format…

Hi Jamie, Time to SLA offers a novel solution for this. Time to SLA's notifier mechanism allows users to fire an event at a specified time before/after the SLA breach. The solution is: 1. Set up a business calendar and an SLA as you wish. 2. Set up a custom event just for this SLA 3. Set up a notifier for this SLA to fire…

Hi, There is an alternate way of handling this. I recommend using the status Done (if there is any) with a Resolution field which is set in the transition screen. As long as issues don't have a Resolution it's considered Open. Let me know if you have other questions. Best, Gökçe

Hi Matt, I believe time tracking feature of Jira is what you're looking for. Also you can use JQL filters to track each member and get a sense that who was working on what issue and how much time they spent on it. There are also apps that can do advanced time tracking where you can see user's time sheets. Let me know if…

Sure. 1. Click on Project Settings > SLAs > + New Metric 2. Configure your Time to Resolution SLA similar to the SLA below: 3. Click create and you're done. So basically, you need to set SLA start conditions, SLA End conditions, and your SLA Goal. You can define different SLA goals for different JQL conditions as you can…

ok, for some reason Time to Resolution SLA is gone. I think if you define it again, your issue will resolve.

This is for Time to first response and there is no Time to Resolution SLA as far as I can see. Maybe someone accidentally deleted it?

Could you navigate to project settings of THITSASD project, click SLAs and share a screenshot of that page?

No worries. Just keep us in your mind ;) Since no one answered your question besides me, maybe it'd be better if you open a support ticket in their customer portal. I'm sure they'd be happy to assist you.

Hi Conor, How about using a Resolve issue screen in the transition? https://confluence.atlassian.com/adminjiracloud/defining-a-screen-776636475.html Let me know if you have more questions. Regards, Gökçe

Hi Vasil, Welcome to the Atlassian Community. It's possible that you don't have the necessary permissions in the permission scheme that the project is using. You can only mention(@) people who have the right to view an issue. Also, the user you want to mention should have Browse Users global permission as well. Check out…

Hi Pye, If you could provide a screenshot of your SLA rules and maybe a sample ticket that would be useful to pinpoint the problem here. Best, Gökçe

Hi Shpendi, I think you can do this from "Advanced issue search" by creating a JQL that fits your criteria (project=ABC and created >=startOfDay() or startOfMonth() maybe)?), then adding Service desk SLAs as a column and running this query every day but this doesn't give you the detailed information and you need to create…

Hi Shpendi, As a paid option Time to SLA has options in its report to only show breached (Exceeded) SLAs. This allows users to have an overall view of the breached SLAs I'm one of the folks in Snapbytes. Let me know if you have any questions. Regards, Gökçe

Hi Gleb, I hope you're well. This value (target date) isn't accessible through Jira API however, you can get it using our Groovy Scripts. Let me know if you need assistance with the script. Best, Gökçe

Sure. However, I would caution you against using a book or some pdf as a resource since Atlassian constantly releasing new versions and making changes to Jira. A book might contain outdated information which in turn could potentially cause problems.

Hi Sowyanja, I believe Atlassian documentation is the best resource that you can have https://www.atlassian.com/software/jira/guides/expand-jira/jql https://support.atlassian.com/jira-software-cloud/docs/what-is-advanced-searching-in-jira-cloud/ After reading these, I recommend getting some practice by running queries in…

Hi İmtiaz, JSD includes an SLA Goal report where you can have an SLA based report, not issue-based. For more information, you can refer to the documentation here: https://confluence.atlassian.com/servicedeskserver/reporting-on-slas-939926403.html To get daily tickets report with SLA matrix for each ticket Time to SLA will…