Gökçe Gürsel {Appfire} Atlassian Partner

Hi Naveen, You can check out Time to SLA. It has this feature. Just select Due date af ter selecting the Date field option for SLa start/end and negotiations date for SLA goal and you're set. Easy right? Please let me know if you have further questions. Cheers, Gökçe Please note that I'm a member of the Snapbytes team.

They will be available as custom fields and we are releasing them one by one. Like I have said, SLA Target date is available, we're working on remaining/elapsed duration. If you wish, I can send you a message when it's available as well.

Hi @Elena del Cura , It's my understanding that the time to first Response is working fine but you have issues with Time to Resolution SLA. If this is correct, Could you share your SLA configuration? Maybe there is an issue with your start/end conditions. Are those projects Service Management projects? Cheers, Gökçe

By phase information do you mean SLA durations and dates? If you do, we'll release them as custom fields (SLA target date is already available). So in a month or so, you can extract them from the issue navigator to Excel directly.

Hi Alexander, Those are for our Server version. Unfortunately, our Cloud version doesn't have the Rest Services yet. Can I ask you to give a bit more information about your use case? Why do you want to obtain the SLA information with a Rest service?

Hi @Alexander Worth , Jira Service Management SLAs can only be applied to Service Management (formerly Service Desk) projects. It's expected that you get blank values or SLAs don't exist. You can use an app to apply SLAs. For instance, Time to SLA can be used to set SLAs for all types of (Software, Business, Service…

Hi @krzysztofzarebski , You can use the gadgets of Time to SLA for this. Just select the period as days when you configure the gadget and you're done. You can make the same configuration in SLA reports as well. As a bonus, you can use these gadgets in Confluence too. Time to SLA Gadgets Please let me know if you have…

Hi @Jarrid Vaughn , You can satisfy this requirement with Time to SLA. You can configure an SLA when a customer comments on an issue and ends when a developer or an agent replies to that comment. You can set up notifiers so that you don't miss the customer's comments and stay on top of your SLAs. You can also extract SLA…

Hi @Daniel Ballinger , You can add a status (say "Pending Escalation") in your "teh incident" workflow and set up an automation rule to transition the issue to "Pending Escalation" during lvl 2 escalation and use this status to pause your SLA. You can set up another automation to transition the issue from "Pending…

Hi @Leah Bell , I don't think native SLA function breached() and ever breached() would satisfy your use case fully here since correct me if I'm wrong but you're looking for issues that have SLA that are breached in the last 7 days which requires to search against the SLA target date. However you can use Time to SLA your…

Hi @Luis Pereira , You can try the Comment Enhancer app to query issues with CONTAINS (~) operator. All you need to do is to create the Last Comment custom field in your Jira. After creating comment custom fields, add these fields to the relevant screens. Then you'll see that these fields are populated automatically by…

Hi @jira_admin_cu , Enhancer Plugin for Jira has date fields that can help you with your requirement. Just navigate to the Date fields section in the Enhancer plugin for the Jira menu, add your Status Entry Date, select the status you want to show information about, add it to the necessary screens and it'll start capturing…

Hi @Niël du Toit , I believe the query you're looking for is labels=Dev AND labels=Data https://community.atlassian.com/t5/Jira-questions/Searching-for-multiple-labels/qaq-p/439015 Cheers, Gökçe

Hi @David Jackson , You can use Time to SLA for this. You can set an SLA to start when the issue transitions to Test status and end when the issue transitions to Done status. You can set an SLA Goal that suits your needs. After this, you can set up a notification for this SLA and configure it to repeat every 24h. You can…

Yes @Robert Edyvean , that is correct. You can try it for free though.

hi @Robert Edyvean , You can try the Reporting features of Time to SLA. Just navigate to SLA summary or SLA detailed report, select your parameters, and add Organization in the custom field section. After you run the report you can save your configuration for later use. You can also customize the JQL of the report to…

Hi @Luke Shipley , If you have this requirement for a Software or Business project, you can try Time to SLA. Time to SLA works with Jira Core, Software, and Service Desk projects. You can configure your SLA to start with "Open" status, set your SLA Goal however you wish, select SLA end as a status or a date (whichever fits…

Hi @Brad Krivelow , I'm afraid when there is no target time specified, SLA just doesn't work. Also, if you don't want to set a goal, then you don't need an SLA, you just need a timer. Jira doesn't offer one out of the box. I suggest looking at Marketplace. As for the elapsed time, assuming that you want an SLA, JSD SLAs…

Hi @Brad Krivelow , From the screenshots you've shared, it looks like you didn't define a "Time Goal" for your SLAs. This might be the reason why they don't show up. You can refer to this article: https://support.atlassian.com/jira-service-desk-cloud/docs/create-and-edit-sla-goals/ Please let me know if you have further…

Hi @Sergii Delimarskyi , Yes, Enhancer Plugin for Jira allows a historical view. All you need to do is to install the plugin, define the custom field of your choice, and then you need to perform a reindex. After that, you're done. Existing issues will have Reopened Count data available for them. You can use this custom…

Hi @Joe Pitt , We're planning to release Enhancer Plugin for Jira Cloud version in the first half of 2021. -Gökçe

Hi @Sergii Delimarskyi , You can try the Enhancer Plugin for Jira for this. It has a custom field called "Reopened" Status Counter Custom Field that does exactly the name suggests, shows how many times the issue is reopened. It also has other cool features like Time in Status custom field (shows the amount of time an issue…

Hi @hendri juniari , You can use Time to SLA to satisfy your requirement. Time to SLA works with Jira Software, Core, and Service Desk projects. Just define an SLA that starts with the status Triage and end with "In Progress". Choose your SLA Goal as you wish and you're done. After this, you can use this SLA to see how…

hi @Felipe Dorocinski , Time to SLA offers a novel and unique solution to this. Just go to your project setting in your chosen service desk project, click on the Time to SLA menu, add the request types that you want to display SLAs on in the customer portal and you're done. You can also check out our documentation. Time to…

Hi @iComm Corporation , If you're interested in showing the Last Comment in your issue screen you can also check out the Comment Enhancer app. It has features called Last comment and Last Commenter custom fields that will help you to stay on top of your tickets.You can also search issues against these custom fields. Just…

Ok, let me know how it turns out. -G

I just sent you an email. Cheers, Gökçe

Hi @Khalid Tariq Time to SLA has this exact feature that you're looking for. Just define your SLA as you see fit and when select negotiation date Jira field: Due Date option in the SLA Goal section. Save your SLA and you're done. Also, Time to SLA has many useful features like SLA reset, SLA summary and detailed reports,…

Hi @Jayanth Tumati , There might be an issue regarding the roles - "Dev person on Service Desk team as user" can't count as an agent so her/his comments don't count as comments for customers. Could you try adding this person as an agent and check whether it solves the issue? As an alternative, you can try Time to SLA. Time…

You can just download it to your instance and you'll have a free trial period to test the plugin with full functionality. If you have the necessary permission to download an app, you can do it, otherwise, you can just contact your admin. Let me know how this goes :) Thanks, Gökçe