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Do you mean SLA time tracking?
Now available two ways to set and view SLA time for Jira Cloud issues:
- Add-ons from Atlassian marketplace like as SLA Time and Report
The first tool is good because it is a built-in solution, but it works only for the issue from its portal (for L1 support). Also, it let set different roles for users to view tickets.
The second tool lets you configure and monitored SLA time for Jira Software, Jira Core and Service Desk. And it works for all users from your account (for L2 and L3 support). Using this instrument, you can share with customers with reports about SLA time branches.
Let me know if you have meant something else?