Kateryna_v_SaaSJet_ Atlassian Partner

Hi @Rui Neves and @Patan Irfan Ali Khan I wrote an article about the most popular JQLs for Jira Cloud, and they must also work for JSD, so I recommend you check it. There is already a selection for very similar requests. This is demonstrated in the SLA Time and Report for Jira add-on, but they also work for built-in Jira…

Hi @Emery Manayan If this problem is still relevant, you should contact the Atlassian support team in such cases. You can use third-party apps from the Atlassian Marketplace as a temporary solution, so waiting for a response does not stop SLA control. My team developed one of these applications, so I suggest you use the…

Hi @John Jos I think the following has already been recommended to you, but you should create separate SLAs with different issues as conditions for Start. I will show how to set this in the SLA Time and Report for Jira add-on, which you can try with a 30-day trial. For the Start condition of each of the SLAs, choose one…

@Kelsey Van Scoy I think it would be better to take part in the category "Apps for ITSM". Thank you for asking.

Hi @Kelsey Van Scoy Thanks for the tags! I just noticed I chose the wrong category for the Apptoberfest article O_O. May I ask you again for help with changing the category to App Central and embedding a video preview?

Hi @Carol Su Welcome to the Community! If your problem is still relevant, you can use an alternative – the Atlassian Marketplace solution. For example, you can try SLA Time and Report for Jira add-on (developed by my team), where SLA configuration is performed in one window and immediately shows an error if you did it…

Hi @BESSAULT ALBERIC Welcome to the Community! You can use an application from the Marketplace to implement this. It is impossible to create one SLA for several projects at once, but by using the SLA Time and Report for Jira Cloud add-on (developed by my team), you can freely copy existing SLA configurations by changing…

Hi @Ayush Lawania Yes, you can use the SLA Time and Report app for Jira Work Management and Jira Software. The add-on supports both standard and custom fields for SLA goals. You can create an SLA configuration with SLA goals for the Negotiated date field or based on a Time limit. See the documentation for more details.…

Hi @Neethu Philip @Ste Wright, thanks for mentioning the SLA Time and Report add-on. If you create a custom field for the "Incident" ticket with the date of creation of the initial "Service Request" task, you can configure the SLA with the add-on as follows: Select Issue Type: Service Request, Issue Created: is Created,…

@MahanthPrudhvi We may already have cases of implementing the features you need using existing functionality, so we could show it visually at the One-to-One Live Demo. Book a convenient time, and we will be deeply grateful for your feedback. Best regards, Kateryna

@MahanthPrudhvi I will be happy if this solves your request. If you require any further assistance, don't hesitate to ask.

HI @Merve Bilgin There is another option to solve your request – third-party add-ons. For example, with SLA Time and Report for Jira add-on, you can set the automatic status change and send a comment to the problem with the mention of the user. To do this, you must create SLA goals with time before the trigger is executed…

Hi @Wesley April If you don't mind using third-party applications, it is easy to restart SLA with SLA Time and Report for Jira add-on. Under Start/Pause/Stop conditions, there is also a condition field for Reset SLA (this is what you are asking about). Just set this condition and the SLA will restart every time the…

Hi @Yavor Hristov I wrote an article about of "How to configure SLA Time for the Support team in Jira Cloud", where configured SLAs for Time to first response and Time to resolution. I hope it will be helpful for you. I did it with the SLA Time and Report for Jira add-on (developed by my team), but you can check it with…

Hi I wrote an article about the Most Popular JQL Filters for SLAs in Jira Cloud. Check it out, maybe you will find helpful JQLs for yourself. There is also a simpler solution – an interface that does not require knowledge of JQL, namely the SLA Time and Report add-on (developed by my team). If you don't mind third-party…

Hi @Vineela AK There are also many alternatives – third-party apps on the Marketplace. For example, with the SLA Time and Report add-on for Jira (developed by my team), you can see the time remaining on the SLA both in the release request and in the SLA table report. The app has a 30-day trial period, so you can try it out…

Hi @Jack Tucker Unfortunately, JQLs can be tricky at times, but here's some documentation to help you. And also, not so long ago, I wrote an article about the "16 Most Popular JQL Filters for SLAs in Jira Cloud", where you can also look at useful queries. As already said, it will be easier to use add-ons, and I suggest you…

Hi @MahanthPrudhvi It would be possible with the built-in SLA, such as in JSM, but for Jira Software, you can use only third-party add-ons. So if you are ok with apps, I suggest you try the SLA Time and Report add-on that was developed by my team. You can configure SLA Start/Pause/Stop conditions and SLA goals as triggers…

Hi @[deleted] Could you please send a screenshot of your SLA configuration to better understand what the problem is? Some conditions are likely running the Start SLA.

Hi @Matthew Bron Unfortunately, it's impossible to choose different clients in the SLA settings, but if the Issues are marked with a special label (for each client), you can select them for the Start conditions of different SLAs, or you can add different SLA goals. However, creating different SLAs with the same project…

Hi @Matthew Bron If you don't mind using third-party apps, SLA Time and Report for Jira (developed by my team) has a report table with the time format you need, if I understood your request correctly. The format can be changed, but by clicking on the indicators, you will always see more information, including elapsed and…

Hi @Gideon Nolte _Eficode_ You are right, I should have indicated my affiliation with the app development team. Thanks for pointing this out to me. I'll fix it now. However, the add-on allows you to add custom text with Shortcode IssueURL in the Message Template Editor, which solves at least half of the problem. We plan to…

Hi @Jeferson Silva I suggest an easy-to-use alternative if you are okay with using third-party apps – SLA Time and Report for Jira add-on with a 30-day trial period. There you can configure notifications in the SLA, in the comments to the task, and you don't need to create automation separately because it is possible to…

Hi @Michael diLorenzo The graph you see above is SLA Statuses Pie Chart. It shows an amount ratio of issues with different statuses of achieving SLA goals: in progress, met, and exceeded. Now he has a little different view. I am unsure if charts are more appropriate for this query, but I think showing other reports from…

Hi @Emmanuel F-D Alternatively, you can use third-party apps with more functionality for such requests. For example, for tracking SLAs and related reports, I suggest you try the SLA Time and Report for Jira add-on, where you can create SLA configurations and set up report filters on an intuitive interface. According to…

Hi @Ernestas Nikiforovas You should try to do what Karim ABO HASHISH already wrote, but as an alternative, you can set up SLA in a more user-friendly interface for new users with the SLA Time and Report for Jira add-on. Creating a new calendar with Non-working hours and weekends will be easier. In our case, you can set it…

Hi @jalaj gupta The choice of "how better" depends on you because each option has a corresponding solution. If the issue's status is changed only by the relevant department, then you can configure SLAs by status. If these departments still need to be defined in Jira, Riley Sullivan has already described the organizational…

Hi @Jacques It is also more convenient for our company to use the interface with the horizontal arrangement of SLA conditions, where all Start-Pause-Stop conditions and SLA goals are on one page. Therefore, our team developed the SLA Time and Report add-on for Jira Cloud. In addition, we added a convenient SLA Reset in the…

Hi @Mohammed Arafat Naidoo Thank you for choosing the SLA Time and Report for Jira add-on. You can always see the SLA timer by opening the app widget in the ticket or in the Table report view. But for being notified about deadlines, you should set SLA goals for 4 hours with the Limit Exceeded Actions – Notify via Slack or…

Hi @ALINA NURLAN Welcome to the Atlassian community! If you have a small team, you can immediately install the SLA Time and Report add-on to simplify the work, which is more understandable for beginners. It is still free for up to 10 Jira users. As other commenters have said, creating a work calendar and selecting it for…