Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management.
SLAs: Old format vs New format
The new format presents the time until expiry as a due date, as opposed to a countdown timer of the hours and minutes until expiry. The hover state in the new format displays the original behaviour.
The new hover state will show a relative date for Yesterday, Today, and Tomorrow, and for all other times, it will show the date. Learn more.
This feature will be rolling out slowly over the next couple of weeks. If you would like to get access now please add your details to this form.
Computers work in numbers, no matter how many hours and minutes are remaining, they immediately know how to translate it into a due date. For humans on the other hand (no matter how good you are at maths) it is not as easy.
Let’s look at some examples:
If there are 2 hours remaining that is easy… right? But what if it's the end of the day? Then actually it won't expire until sometime tomorrow morning. What if the calendar excludes tomorrow, then it might not expire until next week.
For SLAs longer than 24 hours, this gets even more complicated. If there are 37 hours remaining, when will the SLA actually expire? Which calendar is it using?!? 😵💫
As you can see, there is no easy way to know exactly when an SLA will expire, we want to help you avoid the algebra and get back to delivering value to your customers.
We would love to hear what you think about this feature. Please leave a comment and if you are ok with us getting in touch for a discussion.
Benjamin PatonAtlassian Team
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
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