Alina Kurinna _SaaSJet_ Atlassian Partner

Hi @Kathleen Hamilton If your goal is: “when the travel date is less than 14 days away, use a 3-hour SLA target”, then I would first try this natively in JSM by creating a separate SLA goal for those requests. The idea is: add a goal with a 3h target use a JQL condition that matches issues whose Due date is within the next…

Hello @Adrian Carty Standard JSM SLAs rely on system timestamps. They typically start counting from the Created event or status transitions defined in the SLA configuration. If your operational reality doesn’t match your system events, you need more flexible SLA logic. In your case, the outage may begin up to 30 minutes…

@Tim Bonney Always happy to help – feel free to reach out!

Hi @Tim Bonney ! I completely understand your frustration – this has been a long-standing limitation in Jira Cloud, and you’re absolutely right that incorrectly breached SLAs are a real pain point for many admins. Just to clarify the comment above: I’m a marketer for SLA Time and Report for Jira, and the article mentioned…

Hi @Harald Heinz You’re right in your assumption; unfortunately, this isn’t possible with Jira Service Management out of the box. In JSM, the Time to Resolution SLA target date is calculated dynamically based on working hours, pauses, and SLA conditions. Because of that, it can’t be directly synced both ways with Due date…

Hi @Elso Valager , As Christos rightly pointed out, native SLAs in Jira Service Management are predominantly duration-based (e.g., "5 business days"), not deadline-based (e.g., "complete by 17:00 on 12/19"). To implement your scenario, "complete by the Friday before the user's start date," while accounting for business…

Hi @shreshthi_jain Thanks for your question, what you're describing is a common challenge when configuring SLA rules around manual ticket assignment in Jira Service Management (JSM). Unfortunately, JSM’s native automation is somewhat limited in handling specific triggers like "Assignee changed" in combination with SLA…

Thank you so much @Elena_Elevatic ! 🙌 Really glad you found the breakdown helpful! My goal was to show how SLA metrics can become practical, everyday tools for teams, not just formal definitions, so I’m happy to hear the examples resonated.

Hi @Ran Wronsky If you're open to using a Marketplace add-on, I’d recommend trying SLA Time and Report for Jira (developed by our team at SaaSJet). It makes this kind of customer comment SLA setup much easier – no workarounds or missing logic. How you can configure it in the app: You want to track time between customer…

Hi @Ryan Hormann Hari Krishna is absolutely right, the built-in Jira Service Management dashboard gadgets (like "Time to Resolution") default to calendar days, and there’s currently no built-in toggle to switch the Y-axis to business days only. Alternative solution using SLA metrics: If you're open to trying Marketplace…

Hi @Fawad Shaikh If you’re looking to measure how quickly team members respond after being assigned to a ticket – but want to avoid complex Jira automations or run limits – there’s a simpler and more scalable way. SLA Time and Report for Jira (developed by our team) is a Marketplace add-on designed to track and automate…

Hi @Kristine Sube While Jira and JSM do not offer native, granular tracking for this type of flow without workarounds, I’d recommend an alternative and scalable approach. If you're open to using Marketplace apps, I’d suggest trying SLA Time and Report for Jira, developed by our team at SaaSJet. It’s specifically designed…

Hi @Chris Green If you're looking for a foolproof way to capture the exact time of the first public response by an internal agent, I’d recommend trying the SLA Time and Report for Jira app, developed by our team at SaaSJet. It gives you full control over who and what triggers SLA time – avoiding cases where internal…

Hi @Ashraf B I understand why you set up automation rules to calculate Days in Status – but with the number of status transitions happening every day, it’s very easy to hit Jira’s monthly automation execution limit. I’d actually recommend avoiding this path altogether and letting Jira track this time automatically through…

Hi @Wilian Geanino Santos Thanks for reaching out to the Community – happy to help! It sounds like you're trying to automate task status transitions in Jira based on whether all collaborators have logged their time ("apontamentos"). To better assist you, could you please clarify a few points: Is the number of collaborators…

Hi @Steve Farrand It’s frustrating when some SLAs or Time to Resolution (TTR) values calculate correctly and others don’t – especially without a clear pattern. You’ve mentioned trying most of the common solutions, so let’s walk through a few advanced checks that might help uncover the issue: * Double-check that all your…

Hi @Mukadder AKPINAR These are all excellent questions – and you're right to explore the flexibility of Jira Service Management (JSM) when it comes to SLAs, approvals, and advanced workflows. Here's a breakdown based on your needs and how they can be achieved with JSM and enhanced using our app SLA Time and Report for…

Hi @Mauricio Velasquez It looks like you ran into one of the broader platform issues that occurred across multiple cloud services recently – Atlassian included. Hopefully, you’re now able to access your SLA configuration again and continue working without interruptions 🤞 If you’re still facing challenges or are looking for…

@Nick Laid Thanks a lot for your comment and vote! 🥰

@Stephen_Lugton Thank you very much for your kind words!🤗

Hi @Daniel Trello by default doesn't support SLA tracking or due date pausing in this way What you can do (with workarounds): 1. Use Labels + Butler to Track Status You could create a workflow like this: Add a "Waiting for Customer" label. Use Butler to move the card to a “Waiting” list and record the timestamp (e.g. in a…

Hi @Taitha B 👋 Great question – and it’s a very common use case in multi-tier support teams using Jira Service Management. If you’re open to using a Marketplace app, I’d recommend trying SLA Time and Report for Jira. It helps you both track time spent per support level (L1, L2) and automate escalations when SLA conditions…

Hi @Calvin If you’re looking to monitor SLA breaches (exceeded), including for open issues, over a 12-month period, I’d suggest trying our app – SLA Time and Report, which was built exactly for these types of advanced reporting needs. Why native Jira reports miss open SLA breaches. You're right – in native Jira, SLA…

Hi @Arun kumar V ! If by “create and view issue SLO” you mean monitoring the response and resolution time for issues created on your Jira Cloud site, you might want to look into SLA Time and Report for Jira – a flexible SLA management app developed by my team. With this app, you can: Set up time-based goals (e.g., time to…

Hi @dmuvva It sounds like you’re looking to improve SLA visibility across departments and also reduce noise from automated alerts. Let me break it down into two parts: 1. How to generate SLA reports by department (including SecOps) If your current report doesn’t show the SecOps department, it might be due to missing or…

Hi @Ken Saey Yes, it is possible to display SLA status and fields like Target Date on the Customer Portal, but usually only with the help of Marketplace apps. If you’re open to using one, I’d recommend trying SLA Time and Report for Jira. It gives you much more control over what customers see and how SLA information is…

Hi @Danilo Simic If you're open to using Marketplace apps, I'd recommend giving SLA Time and Report a try. I know you mentioned you're looking for a no-cost solution, and this app might still work:You can use it for free if you have fewer than 10 users, or test it out with a 30-day trial. That’s usually enough time to see…

Hi @Flavia Helena It sounds like you've configured your SLA rules correctly, but Jira isn’t triggering them as expected when the priority changes. Since the ticket starts with a default priority (“Trivial”), Jira likely doesn’t re-evaluate the SLA context after the field is updated — unless it’s designed to do so with a…

Hi @Mar Tareno I’d recommend trying the SLA Time and Report app, developed by our team. It offers powerful functionality tailored exactly for scenarios like yours: Status Transition Tracking (Start / Pause / Stop by Status):You can configure your SLA with Start, Pause, and Stop conditions based on specific issue statuses…

Hola @Grecia Flores Gracias por compartir tu caso — configuraciones de SLA que no se aplican de forma consistente pueden ser realmente frustrantes. Te recomiendo revisar tres áreas clave: * Orden de condiciones SLA: Jira aplica la primera coincidencia del JQL en orden descendente. Si hay una regla más general arriba (por…