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

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

2 votes
Answer 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 )

Like # people like this

@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.

Like # people like this

I know this is an old thread but I just came across this today. I created a feature request for it over here!

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,

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.



Suggest an answer

Log in or Sign up to answer

Atlassian Community Events