SLA Analytics -- Total Time in SLA Across Cycles


I was wondering if there is any way to get the total time an issue has spent in an SLA, including cycles.

For example, we have an SLA called "Time to resolution" that stops on all statuses in the 'Done' category, pauses on 'Waiting for Customer', and starts on all other statuses.  We also have the ability to reopen issues if the solution is rejected by the customer, causing multiple cycles.  We want to know the total time it takes to fully resolve and close the issue (solution accepted by customer) without counting the time it sits waiting for customer or outside of the business week calendar.  Summing the time spent in "Time to resolution" across all cycles is perfect for that.

Is there any way (in JIRA Service Desk, through a plug-in, through custom scripting, or through a DB query) to get that information?

1 answer

0 votes

Hello Irtiza,

There is an addon Time to SLA which has that feature. 

Thanks Tuncay.  Does this plug-in work with Service Desk and the SLA + SLA Automation configuration there?

Yes, this plugin works with JIRA SD.

However it has its own SLA definition configuration regardless of JIRA SD

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