Confused by the way service desk displays SLA timers

I'm confused by the way Service Desk is displaying time for SLA timers, but I don't know if it's caused by our server vs client timezones.

  1. Client enters an issue at 11:09 AM (PST) Jira server uses UTC as timezone.
  2. Agent answers the ticket 8min later.

However the display seems to indicate that it took 7 hours and 52 minutes to respond to the ticket, instead of 0:08 as I was expecting.

Shouldn't these timers switch from countdown mode to actual values when they are completed? It's really weird to think of 7:52 for a 8:00 SLA contract being good, but 0:08 being almost a breach of contract.

Maybe if these were dynamic countdown clocks rather than static, or if the label said "Time left to first response" instead.

3 answers

1 accepted

The time displayed in the SLA field is always the remaining time, for both ongoing and completed SLAs (which in either case can be negative too!). JIRA vs client timezone should not have any impact at all.

The reports are a better place to look at if you want to know how long issues (on average) took for a given SLA.

BTW, while I agree about your point about the reports. the SLA UI needs to be able to display ELAPSED and REMAINING time.

You're welcome to argue with me that displaying a green, happy "23:52" next to text that says "Time waiting for Support, within 24 hours" implies that what I'm looking at is not in fact the "Time waiting for Support" but the time remaining on the SLA contract.

the fact that I have to do math in my head, rather than having a computer do it for me is a strong hint that something is amiss.

The ticket above was resolved in 8min. not (24:00 minus 23:52), or (96:00 minus 95:52) or even (8:00 minus 7:52 )

@Michael Ruflin – Is there currently a ticket open for @Olivier Ozoux's suggestion?  We are looking for the same functionality as we currently have to export the data for management and do the math externally to the Service Desk which introduces unnecessary human error.  This should be a configurable option at the project level within Service Desk.

The user should be given the option to decide which way around, right now i export JIRA activity per project and create my own spreadsheet based reports, its proving to be impossible without some hacks to create a report when it comes to responce and resolution times as a count  down timer, 

please change it we just want it to show a simple count of the time taken.



We already released Toolbox for JIRA Service Desk and you can display SLA elapsed times as a custom field with different formats,

  • Default View ( dd:hh:mm )
  • Friendly ( XXd XXh XXm )
  • Millisecond ( XXXXXX msec )

Moreover, You can contact with for your other format requests and new requests for JIRA Service Desk functionality to extend our plugin.

Best regards,

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,138 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you