Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to set SLA time format

How to set SLA time format like this Date + HH:MM:SS..?

 

Is there any option to do this setting in service desk OR in Jira.

 

2 answers

0 votes
Julien Rey Atlassian Team Mar 27, 2018

Hi @Sathish kumar, can you clarify what you mean by "Date + HH:MM:SS" for the SLA time format?

The SLA displayed in a Service Desk ticket is meant to show the remaining time because the ticket SLA breaches. There are currently 2 types of format that can be used to display the SLA.

  • The new SLA rendering (released with Service Desk 3.6) that shows the number of Months, Weeks, Days, Hours and minutes and only displays 2 units at a time, as explained in https://confluence.atlassian.com/servicedeskserver036/how-teams-see-slas-946616736.html/
  • The old SLA rendering that displays the number of Hours and minutes. To switch back to the old SLA rendering (if you are using SD 3.6.x and higher), you can go to <JIRA_BASE_URL>/secure/SiteDarkFeatures!default.jspa, and click on the disable button next to "sd.sla.improved.rendering.enabled"

Below is an example of the same ticket with SLAs displayed using:

  • the new rendering

SLA_NewRendering.png

  • the old rendering

SLA_OldRendering.png

Thanks for sharing the information..!!

Expectation is to check whether SLA can displays -15h 38m 12S... as well in SLAs Section.

But from the article what you have shared it shows it will not display.

Julien Rey Atlassian Team Mar 27, 2018

@Sathish kumar thank you for the clarification. Then I'm afraid that it is not possible to include the second unit in the remaining time with Service Desk's built-in feature.

If it is required for your use case, when I would suggest taking a look at this 3rd party add-on since according to the documentation, it seems to be possible to include seconds as a unit.

Does this new SLa standard only apply to Jira Server ?

We use Jira Servicedesk Cloud version and still have the old SLA format.

Hi,

My requirement is to show Time to resolution > remaining time in date format rather than Hours or days or week.

This will be used as a 'Due Date' in my reports.

Can anybody please suggest, is there any field in SLA fields which can be used for the purpose.

If I use REST call http://<JIRA URL>/rest/servicedeskapi/request/<JIRAISSUEKEY>/sla 

then is there any field in the response which can be used for the purpose.

 

{
"size": 4,
"start": 0,
"limit": 50,
"isLastPage": true,
"_links": {
"base": "http://<JIRA-URL>",
"context": "",
"self": "http://<JIRA-URL>/rest/servicedeskapi/request/JIRAISSUEKEY-114/sla"
},
"values": [
{
"id": "12",
"name": "Time to approve normal change",
"_links": {
"self": "http://<JIRA-URL>/rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/12"
},
"completedCycles": []
},
{
"id": "11",
"name": "Time to close after resolution",
"_links": {
"self": "http://<JIRA-URL>/rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/11"
},
"completedCycles": [
{
"startTime": {
"iso8601": "2019-07-17T00:56:10-0700",
"jira": "2019-07-17T00:56:10.000-0700",
"friendly": "17/Jul/19 12:56 AM",
"epochMillis": 1563350170000
},
"stopTime": {
"iso8601": "2019-07-24T00:56:10-0700",
"jira": "2019-07-24T00:56:10.000-0700",
"friendly": "24/Jul/19 12:56 AM",
"epochMillis": 1563954970000
},
"breached": false,
"goalDuration": {
"millis": 144000000,
"friendly": "40h"
},
"elapsedTime": {
"millis": 144000000,
"friendly": "40h"
},
"remainingTime": {
"millis": 0,
"friendly": "0m"
}
}
]
},
{
"id": "10",
"name": "Time to first response",
"_links": {
"self": "http://<JIRA-URL>/rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/10"
},
"completedCycles": [
{
"startTime": {
"iso8601": "2019-07-03T18:11:07-0700",
"jira": "2019-07-03T18:11:07.273-0700",
"friendly": "03/Jul/19 6:11 PM",
"epochMillis": 1562202667273
},
"stopTime": {
"iso8601": "2019-07-17T00:56:10-0700",
"jira": "2019-07-17T00:56:10.000-0700",
"friendly": "17/Jul/19 12:56 AM",
"epochMillis": 1563350170000
},
"breached": true,
"goalDuration": {
"millis": 14400000,
"friendly": "4h"
},
"elapsedTime": {
"millis": 275170000,
"friendly": "76h 26m"
},
"remainingTime": {
"millis": -260770000,
"friendly": "-72h 26m"
}
}
]
},
{
"id": "9",
"name": "Time to resolution",
"_links": {
"self": "http://<JIRA-URL>/rest/servicedeskapi/request/JIRAISSUEKEY-114/sla/9"
},
"completedCycles": [
{
"startTime": {
"iso8601": "2019-07-03T18:11:07-0700",
"jira": "2019-07-03T18:11:07.273-0700",
"friendly": "03/Jul/19 6:11 PM",
"epochMillis": 1562202667273
},
"stopTime": {
"iso8601": "2019-07-17T00:56:10-0700",
"jira": "2019-07-17T00:56:10.000-0700",
"friendly": "17/Jul/19 12:56 AM",
"epochMillis": 1563350170000
},
"breached": true,
"goalDuration": {
"millis": 201600000,
"friendly": "56h"
},
"elapsedTime": {
"millis": 275170000,
"friendly": "76h 26m"
},
"remainingTime": {
"millis": -73570000,
"friendly": "-20h 26m"
}
}
]
}
]
}

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

231 views 3 5
View question

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you