Alina Kurinna _SaaSJet_ Atlassian Partner

Hi @bruno_martins Yes, it’s absolutely possible to automatically recalculate SLA when a ticket’s priority changes, especially if you’re open to using a Marketplace app. I’d recommend checking out SLA Time and Report for Jira, which offers different ways to handle this scenario: 1. Reset SLA when priority changes You can…

Hi @Stephen Thanks a lot! We're happy to have you with us and thrilled that you're satisfied with our app. We're constantly growing and improving to make it even better for you!🙏

Hi @Emil Alexander Pichardo Ogando If you don’t mind using Marketplace apps, I’d recommend trying SLA Time and Report for Jira.With this app, you can: Track SLA deadlines directly in the ticket view: See the remaining or overdue time for each SLA in real time. Use custom SLA configurations depending on issue type,…

Hi @claudio campana If you want to track SLA goals based on bug type and priority, our app SLA Time and Report for Jira can help you do that easily. With this app, you can: Define multiple time-based goals Set up different start/stop conditions (e.g. from status “To Do” to “Done”) Apply SLA timers only to specific issue…

Hi @Antonia Hi! Yes, this is possible; you can achieve exactly that with the Negotiated date SLA type from the SLA Time and Report app. If your SLA goal is linked to the Due date and you've configured it to trigger at 9:00 AM, and your issue has a due date of August 30, the SLA breach will occur at 9:01 AM on August 30.If…

Hi @Hari krishna Thanks for providing all those detailed observations; it really helps narrow things down. What you're describing sounds like it could be a temporary backend issue on Atlassian’s side. Since this is affecting multiple users, projects, and browsers, and the issue resolves and reappears randomly, it could…

Hi @Assem E The SLA panel inside the issue view appears automatically once you configure your SLA goals. So if you don’t see it yet, the most likely reason is that the SLA rules haven't been set up yet. To do that, just go to the main screen of the app and click the "SLA Manager" button: Also, after installing the add-on,…

Hi @Assem E Hi! It looks like you're trying to replicate an SLA configuration similar to the one shown in your screenshot, and you'd also like to have the SLA timer visible directly on the issue view. If you're looking for an easy and flexible solution to manage SLAs, I recommend trying SLA Time and Report — a Marketplace…

Hi @durso ! Many teams want to reset the SLA timer based on any comment (not just “for customer” or “from customer”), especially when internal collaboration continues after initial responses. Unfortunately, Jira Service Management’s native SLA logic doesn’t support resetting SLA based on any comment type, and even the…

Hi @Füreder Yannick Thanks for sharing the details. Based on your screenshot, it looks like the SLA fields (like Time to resolution) are showing as empty in the queue view. This usually happens when: 1. SLA hasn’t been triggered yet Make sure that the SLA is actually started for those tickets. For example, if your SLA…

Hi @Viktor Lytvyn ! I understand you’d prefer to solve this without additional apps. It's totally valid, and it's always good to explore native options first. However, in case you're open to solutions for the future or want to compare possibilities, I wanted to share an alternative that might help avoid this issue…

Hi @Ronald Lam , thanks for the updates and for testing things so thoroughly! From what you’ve described, it sounds like the issue might be due to the ticket type selected during your SLA setup. It’s possible that the SLA configuration is currently targeting sub-tasks only, that’s why you’re only seeing them in the…

Hi @Mike Bambace It’s a common and frustrating challenge when breached SLAs are reassigned and end up affecting the wrong technician’s metrics. If you’re open to using a Marketplace app, I’d recommend checking out SLA Time and Report, developed by my team at SaaSJet. It’s designed exactly for these kinds of nuanced…

@Maria Rusnakova thank you so much!

Hi @Justin Morgan You mentioned you're looking to track how quickly someone who's ON is responding — have you considered using SLAs for this? With SLA Time and Report (an app developed by our team), you can set up and track key SLA metrics like Time to First Response, even for 24/7 queues. This app can help you: – Monitor…

 @Steeve P_ Thank you so much! Totally understand your approach. Many teams do exactly the same to keep things lean and manageable. If you ever decide to explore additional tools in the future, feel free to reach out — whether it's for SLA Time and Report or any of our other apps. Happy to help you find the best fit for…

Hi @Marc Rieder , thanks for raising this question! You're absolutely right, in Jira Service Management, SLA fields like Time to First Response and Time to Resolution don’t show the actual time it took to meet the goal. That’s why, in your filter view, it shows values like "57 minutes" instead of "3 minutes to response";…

Hi @Steeve P_ Thanks for sharing your case! You're right: out of the box, Jira doesn’t let you start or stop SLAs based on who the issue is assigned to (like a user group or team) — unless you rely on separate statuses (like “In Progress N1” / “In Progress N2”), which can quickly clutter your workflow. But if you’re open…

Hi @Hidayat Ismail Great question! Tracking separate SLA timers for multiple support groups within the same work items (especially when all activity happens under a shared status like In Progress) can be tricky with Jira’s default SLA setup. If you’re open to using a Marketplace app, I’d recommend trying SLA Time and…

Hi @Sebastian Santoyo Let me explain: Due date: set (as your screenshot shows under “Finish counting time when…”) This means the SLA will stop once a due date has been added to the issue. It's a useful trigger if your workflow includes assigning due dates after triage, for example, the SLA measures time until that happens.…

Hi @Jeanine Ramirez Thanks for raising this, having holiday dates unexpectedly change after saving definitely sounds frustrating. This type of issue can occur due to limitations in JSM’s native SLA calendar settings, especially when working with complex schedules like 24/7 coverage limited to weekdays. If you're open to…

Hi @Petru Negrusa Good question! Jira Service Management currently doesn’t support partial SLA recalculations. If you edit an SLA's goal or JQL, it will apply the new settings to all issues that match the updated criteria, including closed ones (depending on your SLA behavior settings). If you're open to using Marketplace…

Hi @Ronald Lam If you’ve configured your SLA (Time to Resolution) after tickets were already created or closed, Jira doesn't retroactively apply SLAs to past issues, which is why you’re not seeing SLA data on those tickets. To solve this, I recommend trying SLA Time and Report, an app developed by my team. It allows you to…

Hi @Katie Douglas If you want to generate a report showing all requests from a specific client within a given period, along with Time to Resolution or SLA metrics, I recommend trying SLA Time and Report, developed by my team. With this app, you can: Filter reports by organization, customer, or custom fields (e.g. company…

Hi @Ula Fitisemanu If you want an easy way to find open tickets that are older than one month and have breached SLA, I recommend trying SLA Time and Report — an app developed by my team. With it, you can: Filter and sort issues by SLA status (Met / Exceeded), creation date, assignee, project, priority, and more — all in…

Hi @Marek Bujak - YTS Great question — what you’ve described is a very realistic scenario in ITSM environments, and it’s true that Jira’s native SLA engine doesn’t currently support dynamic SLA recalculations based on changing priorities in the way you’ve outlined. The challenge: In Jira, when priority increases…

Hi @Przemysław Olszewski If you’re facing the “There are no series in this report” message in Jira Service Management reports, it typically means the report configuration doesn’t match any issues, either because of filters, SLA selection, or missing data points. If you're open to trying a more flexible and user-friendly…

Hi @JZD If you're looking for a way to track SLA breaches and trigger specific actions (like notifications, priority changes, or reassignments), and if you're open to using third-party apps, I recommend trying SLA Time and Report, an app developed by my team. With it, you can: ✅ Set custom SLA goals — for example,…

@Jamie Edmondson Thank you so much for your comment! You're absolutely right, defining KPIs can be incredibly tricky, especially without clear direction from leadership. It often becomes a balancing act between what's measurable and what's truly meaningful. And yes, the infamous “yeah, but…” Every team has its own reality,…

Hi @Christina Taylor ! If you're looking for a simple and flexible way to filter SLA reports by specific services, I’d recommend trying SLA Time and Report, an app developed by my team. With SLA Time and Report, you can: * Filter SLA reports by any custom field, so you can easily isolate data for Information Security or…