Kateryna_v_SaaSJet_ Atlassian Partner

Hi @Lalithesh If you don't mind using third-party applications and the request is still relevant, here is the alternative solution. You can choose the desired time metric display format for the SLA report with the SLA Time and Report for Jira (developed by our team) add-on. For example, I made a screenshot of the work…

Hi @Emmanuelle Guia I once saw a similar request in the community, but unfortunately, I can't find it now. I didn't have such a problem because we use the SLA Time and Report for Jira add-on (which we developed), where in one window, you can configure the conditions for SLA execution and immediately SLA goals with…

Hi @Mark Waldick Read the article about the possible settings of notifications - Configure SLA alerts using automation rules, filter subscriptions, or the Jira SLA plugin. There are three options for setting it up: using automation, by subscription to the issue filter, and using the SLA Time and Report application for Jira…

Hi @Brandon A. Rosadio Saico There are also a lot of add-ons for Jira Cloud where you can customize the notifications the way you want. For example, in SLA Time and Report for Jira (developed by my team), you can configure automation specifically for the SLA goal trigger. You can set up all SLA conditions, SLA goals, and…

Hi @Gustavo Solato Alternatively, you can use a third-party add-on such as SLA Time and Report for Jira (developed by my team). In it, you can set up a calendar with holidays and apply it at once to ALL SLA settings, including SLA goals with their automatic actions. Try it. Maybe it will be more convenient for you.

Hi @Jonathan Pisors Alternatively, You can use a third-party app from the Atlassian marketplace — SLA Time and Report for Jira. There, it is possible to configure SLA goals and automation in one window by setting a trigger in business days, hours, and minutes. With unlimited automation, you can send notifications to Slack,…

Hi @Fatima AALLA You can easily reset your SLA time and generate reports using the SLA Time and Report for Jira add-on developed by my team. In the SLA configuration settings, you can choose the required condition for SLA resetting. The add-on offers many other useful features that you might be interested in. If you want…

Olá @Naiara Torres Se o problema ainda for relevante para você, como solução alternativa, você pode usar o complemento SLA Time and Report for Jira de terceiros para Jira. O número de automações é ilimitado, e você pode configurar o envio de mensagens como comentário à tarefa (visual + recebimento de e-mail) e ao canal…

Hi @Adejuwon Adeyeye This does not work like "SLA by default". If the ticket fits the Start condition of the SLA, then it can count for many of them. Firstly, you should check your Start-Pause-Stop conditions. If everything is correct there, then check the correctness of your JQL for the SLA goal, you may have specified…

Hi @Sara Nicholson You should look for reports not on the SLA configuration page but on the Reports page. It can be seen in JSM under the selected project. What you're talking about sounds more like the capabilities of third-party add-ons like SLA Time and Report for Jira Cloud (developed by my team). There, you can get…

Hi @Sophia Skinner If you don't mind using third-party add-ons, as suggested above, you will find a lot of solutions for reports on the Marketplace. I suggest you try SLA Time and Report for Jira or Time in Status for Jira apps (developed by the company where I work). The first one is more suitable for full management of…

Hi @Sunoop Puthur If this is a stable problem, then I would recommend that you set up notifications to approvers sometime before the deadlines. But if the client side has to approve, it can be set as a condition for SLA Pause. If you are not against using third-party apps, I will show you an example of such settings in the…

Hi @Mümin Özcan and @Çağdaş Kalaç Welcome to the community! Unfortunately, this is a common problem for JSM (JSD) users, and it usually helps to check the SLA conditions in the settings. Could you show the screenshots?

Hi @Derek Kuntz I see your question is resolved, but if you don't mind, I would share an alternative solution with other users using the third-party app from Atlassian Marketplace. Here is an article with a confirmed case of SLA configuration for Team Support — "How to configure SLA Time for the Support team in Jira…

Hi @Lena Boiser Check out this article — "16 Most Popular JQL Filters for SLAs in Jira Cloud". You can find some valuable examples there.

Hi @Namrata S Dyaganatti Could you show your SLA conditions?

Hi @Sascha Weyers Welcome to the community! Dependently on automation, there is one more solution than changing the Jira plan. You can try a third-party add-on. Changing Jira's rate plan is more costly than subscribing to a third-party SLA add-on. I suggest the SLA Time and Report for Jira Cloud with the following…

Hi @Thivyabrabha Ganesan Dependently on automation, there is one more solution than changing the Jira plan. You can try a third-party add-on. Changing Jira's rate plan is more costly than subscribing to a third-party SLA add-on. I suggest the SLA Time and Report for Jira Cloud with the following automation actions: It…

Hi @Mario Nikolov If your question is still relevant, you can use SLA Time and Report for Jira add-on (developed by my team). There are two helpful articles for a support team based on actual use cases: How to configure SLA Time for the Support team in Jira Cloud SLA configurations for different Time zones with Custom…

Hi @Jyotika Patil Alternatively, you can also use third-party applications from the Marketplace, such as SLA Time and Report for Jira. After setting the SLA, see the ticking time in the Grid-table report or the general statistics in the Charts. The application has a 30-day trial period and is free for small teams (up to 10…

Hi @Sudharsan I see that your question has already been resolved, but for others who are looking for similar answers, I recommend reading the article: "16 Most Popular JQL Filters for SLAs in Jira Cloud". There is a list of the most popular JQLs, and you may find them helpful for you. They all work in Jira SLA or issue…

Hi @Dave If I understand your issue right, it can be solved by choosing a different time metric display format. I know how to do it with the SLA Time and Report for Jira add-on (developed by my company), but I am not sure that it is possible in JSM the same way. So, if you don't mind using third-party apps from the…

Hi @Alessandra Cristina da Silva Moraes An option with a custom field is already recommended, but if your "sector" is defined differently, for example, by Labels, then setting up SLA can be even easier. As an alternative, try the simple SLA Time and Report for Jira app (developed by my team). There, you will need to…

Hi @Royal Mai The problem of limits on automation can be solved more cheaply than a Jira plan. You can install an add-on from the Atlassian Marketplace and have at least a 30-day trial period, depending on your needs. Suppose the automation you need is something like changing the status, assignee, priority or sending…

Hi @Fidias Alexopulos You can create different SLAs and track them. If you don't mind using third-party apps from Marketplace, then the most straightforward option would be to install an add-on like SLA Time and Report for Jira (with a 30-day trial) It will be enough to set Start and Stop conditions there, set time limits…

Hi @Matt Boon Welcome to the Community! If the problem of finding the right JQL (perhaps a different one) is still relevant to you, look at this article. There, all JQL work for JSM. However, if you are okay with using third-party apps, I recommend you try the 30-day trials of those add-ons that have already been…

Hi @Rupali Choudhari If this is still relevant to you, I can suggest several solutions, but they are all based on SLAs for individual statuses. If you don't mind using third-party apps, I'll show how it would look like in SLA Time and Report for Jira. For each SLA, one status must be set to Start and all other statuses to…

Hi @Syeda Muntaha Riaz Welcome to the community! As you have already been advised, if you do not want to suspend the SLA for Business Hours, then you should apply a calendar set to 24/7. Sometimes, setting up the SLA in JSM is a bit complicated, so if you don't mind using third-party applications, this is how it would look…

Thanks, @Kelsey Van Scoy for adding the tag. I confirm participation in the Apps for ITSM category. Both of our demos were created for this category.

Hi @Vineela AK As an alternative, I suggest you try the simple SLA Time and Report for Jira add-on (developed by my team), free for teams of up to 10 users. There you can see the Elapsed time for SLA goals (for example, Time to the first response) and the remaining time by clicking on the metrics in the grid report.…