Alina Kurinna _SaaSJet_ Atlassian Partner

If you’d like a more flexible way to stop the SLA, I recommend trying SLA Time and Report, developed by my team. With our app, you can solve this cleanly: * Use a label as a stop condition — for example, when you apply a label like "acknowledged", the SLA will stop running. * Add additional stop conditions, such as status…

@Carlos Garcia Navarro, Thank you for the kind words. I’m really glad I could be helpful!At the moment, AI isn’t being used in these reports, but I believe it will be in the future.

Hi @Brandon Elie ! If you’re looking to get more flexibility with SLA filters and reporting, I recommend trying SLA Time and Report, an app developed by my team. With our app, you can: ✅ Easily filter issues based on SLA status — whether it’s Met or Breached✅ Use built-in charts like Met vs Exceeded to visualize SLA…

If I understand you correctly, you're trying to track how well your team complies with contractual obligations — specifically, whether updates are being sent every hour for P1 incidents while they remain in progress. You're absolutely right: reminders alone aren't enough, because if they're ignored, Jira doesn't track that…

Hi @Vidhi Raman Chandra If you need to set up an Ongoing Response SLA — for example, to ensure that tickets are regularly followed up on (like every 24 hours) — you have two options: Option 1 – Jira AutomationYou can use Jira's built-in automation rules to send reminders, as Jaime Escribano mentioned before. Option 2 – SLA…

Hi @Shruthy Ravi If you're looking to generate reports or charts based on each Saga in Jira, I recommend trying SLA Time and Report, developed by my team. If your Sagas are represented as Issue Types, Epics, or even a custom field (e.g. “Saga Name”), our app can help you: ✅ Filter SLA reports per each Saga (issue type) ✅…

Hi @Saad bin Waqar To solve this problem, I recommend trying SLA Time and Report, developed by my team. With our app, you can: Set up SLA rules that will start when your team adds a comment requesting an update. Automatically stop the SLA when the development team responds. If the dev team doesn’t reply on time → the SLA…

Hi @ranjanajindal ! I understand you're looking to calculate the resolution time of work issues using an automation rule in Jira. While it's possible to achieve this with Jira's built-in automation, it can become complex, especially when dealing with issues that are reopened or have multiple status transitions. To simplify…

Hi @Claude ! As I understand, you're using Jira Service Management (JSM), and you're facing an issue where SLA doesn't pause correctly during certain statuses.This can happen because JSM has some limitations when it comes to configuring complex SLA rules — and sometimes one SLA configuration may not work perfectly across…

Hi @Sherwin Soriano ! To solve your request, you could try building a custom JQL to work with SLA data — or you can go for a much easier way.If you're open to using apps from the Atlassian Marketplace, I highly recommend trying SLA Time and Report, developed by my team. It’s built specifically to meet your needs: We offer…

Hi @Sherwin Soriano ! If you're looking for an easier and more flexible way to set up, monitor, and track SLAs in Jira, I recommend trying our Marketplace app — SLA Time and Report, developed by my team. With this app, you can: * Easily create SLAs with custom start, pause, and stop conditions * Monitor SLA performance in…

@Jamie H I'm glad I could help you! Yes, the cost is based on the number of users in your Jira instance, and it follows the same user tier that you already have licensed for Jira. This includes internal and external users counted in your Jira billing. You can double-check the exact number of billable users in your Billing…

Hi @Jill Tunick ! If you're open to using Atlassian Marketplace add-ons, I recommend trying SLA Time and Report for Jira, which my team developed. This add-on can make it easier to configure SLAs based on a custom field like severity and effectively track and monitor the results with precision. I’m attaching an article on…

Hi @Ylan Muller ! Unfortunately, Jira doesn't currently offer a built-in way to show Time to Resolution by Assignee directly on the dashboard or in a standard JSM report. But if you're open to integrating a Marketplace add-on and customizing your reporting approach, I recommend trying SLA Time and Report, developed by my…

Hi @[deleted] ! If you're looking for a powerful and flexible way to create reports in Jira Service Management, I recommend trying our Marketplace app — SLA Time and Report, developed by my team. What you can do with SLA Time and Report: Custom SLA ConfigurationsSet up start, pause, and stop conditions based on your real…

Hi @Jamie H ! I understand you're looking to configure SLAs in Jira Service Management for teams working across different time zones in various projects or queues. JSM has certain limitations when it comes to managing multiple time zones, so I’d recommend trying the SLA Time and Report add-on, developed by my team. The app…

Hi @Antonia ! I'm sorry to hear your SLA rule isn’t working as expected. SLA configurations in Jira Service Management can sometimes be tricky and limited in flexibility. If you're open to using Atlassian Marketplace add-ons, I highly recommend trying our app, SLA Time and Report, developed by my team. ✅ How SLA Time and…

Hi @Mikel Whipple ! To set up a "Time to Resolution" SLA that tracks the time from issue creation to closure, you can use the SLA Time and Report add-on developed by our team. This tool offers enhanced flexibility and precision in SLA configurations.​ Steps to Configure "Time to Resolution" SLA: Install SLA Time and Report…

Hi @Dimitrios Kouroumichakis ! I understand you're looking to configure an automation rule that operates based on business days, excluding weekends, in Jira Service Management. While Jira's native automation rules primarily operate on calendar days, there are a couple of approaches you can consider:​ 1. Utilizing SLAs with…

Hi @Shubham Narad Ghormare If you're looking to set up an SLA calendar for a 16x6 shift schedule (16 hours per day, 6 days a week), I recommend trying the SLA Time and Report add-on developed by my team. This tool provides flexible calendar settings that allow you to create custom working schedules that match your needs.…

Hi @Agustin Carretto ! I understand you're looking to recalculate SLAs for stages that have already been settled. In Jira Service Management, once an SLA cycle has been completed (i.e., the issue has reached its stop condition), the SLA metrics are typically not recalculated when changes are made to the issue or SLA…

Hi @Myles Boyd ! I understand that you're encountering an issue where the 'Time to First Response' SLA doesn't stop when an agent adds a public comment for the customer. If that's the case, I recommend trying SLA Time and Report, developed by my team. This add-on offers more flexible SLA configurations, allowing you to…

Hi @Eliyahu Klein --CNTR ! Unfortunately, Jira Service Management doesn’t support starting or stopping SLAs based on a custom field value by default. However, there is a solution using third-party add-ons, such as SLA Time and Report, developed by my team. With this add-on, you can configure SLA conditions based on custom…

Hi @Myles Boyd ! As I understand, you're looking to configure the Time to Resolution SLA to align with your offboarding process, specifically setting the resolution target to +3 business days after the leaving date. Since HR may log tickets 3-6 months in advance, ensuring that the SLA countdown starts at the right moment…

Hello! @Bill Sheboy ! Thank you for sharing your experience in the comment! Do you have any favorite methods or tools for tracking and analyzing WIP limits and SLAs? We’d love to hear more about your experience!

@Steeve P_ Yes, of course! Feel free to contact me if you have any further questions. But really, try it - it might be exactly what you need. Thank you!

Hi @Steeve P_ , Did I understand your question correctly? You want your queue to be automatically sorted by SLA, for example, by the remaining time before breach or whether the SLA has already been exceeded. If so, Jira's standard functionality has certain limitations for this type of sorting. However, if you're open to…

Hi @paige.humbert If you're looking for a way to track Time to First Response accurately in Jira Service Management, there are a few things to consider. First, Jira allows you to configure an SLA for Time to First Response, which is typically measured from issue creation until the first public comment from an agent.To…

Hi @Claire Profenno ! It seems that the issue with your SLA time might be related to time zone settings. If the time displayed doesn’t match your expectations, adjusting the time zone in your SLA configuration can help resolve this. Here’s how you can do it using the SLA Time and Report for Jira add-on developed by my…

Hi @Emilia KASPRZYK ! I recommend trying our SLA Time and Report add-on if you're open to using additional tools. We’ve recently introduced this feature to help you solve your problem. The SLA Time and Report allows you to configure SLA conditions more flexibly, including starting, pausing, and stopping the SLA timer based…