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We have just deployed an update to this feature that lets project admins choose which display format is best for each SLA in this project. Learn more below.
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.
Based on your feedback we know that different formats work for different SLAs/projects. When creating/editing a SLA, select the display format that works for that SLA. You can change the format whenever you like, but keep in mind each time an SLA is saved issue goals will be recalculated.
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.
Group Product Manager, Jira Service Management
14 accepted answers