SLA Time and Report for Jira
Set, track and report time to SLA for issues not only for Jira Core and Software but for tickets from Jira Service Desk.
Convenient and easy-to-use SLA tool
Configure criteria of SLA timer, calendar, and multi-cycle option. Set up SLA time goals, including highlights and automation.
Both App and Project Custom fields can be used for SLA time tracking in Jira.
Time and Goals Tracking & Automation
Meet customers’ expectations by notifying one user or user groups about exceeded issues in comments, monitoring SLA statuses and % of completion SLA to the target date, and setting up automation.
SLA Reporting
You may find out where the customer experience needs to be improved by looking at data concerning exceeded, met, and in-progress issues in SLA reports. And if your company uses additional dashboards, you can integrate charts from SLA Time and Report for Jira add-on there.
Download a free guide on how to use SLAs
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More Features
About Excellent Experience
An excellent user experience is more than just having a great UI, eye-catching pics, and useful content. It also entails providing excellent customer service, which you may accomplish by resolving consumers’ issues within a set time frame.
SLA Time and Report is a powerful SLA monitoring tool that allows you to set and manage the details of your Service Level Agreements. It’s adaptable and an ideal solution for complex SLAs requiring multiple conditions to be met.
Determine deadlines to avoid breached SLA
To match your company’s needs, this Jira SLA add-on allows for setting 2 types of SLA goals: based on a time limit (hours/minutes) and as a negotiated date – based on any issue date/time field (due date or other custom issue fields)
Also, each target can be linked to a specific schedule. Create various calendars for different SLA objectives or projects based on your tailored criteria. Set working days and hours, as well as vacation days and holidays.
Configure as many SLA Agreements in Jira as you need
Our Jira SLA plugin allows you to store an unlimited number of service level agreements. You can add them to your JIRA projects for automatic calculation of all SLAs. You can add numerous configurations to a single project to keep track of all necessary issue times. They can Start, Stop, and Pause separately.
Avoid escalations with multi-triggers
If the time to resolve the ticket is approaching a breach of an SLA, an immediate reaction is essential. With SLA time goals setting, you can stimulate escalation up the management hierarchy to reduce the risk of unfinished issues.
This feature helps you to create an escalation path for customers to acquire the support they expect and automatically inform leads and managers when SLAs are about to be exceeded or already breached.
Analyze your SLA report to make business-driven decisions
You may require more information, such as reports, in addition to time tracking and monitoring. SLA Time and Report includes additional values such as SLA Analytics in Graph Table and Pie Chart. It will appeal to any project and support manager. Export your reports in different formats (CSV, JPEG, PDF, SVG) to present the results at your team meetings.
You also can view how well you are meeting your SLA policies with the SLA reporting dashboard. Measure such metrics as Time to First Response, Time to Resolution, Created vs Resolved using Atlassian gadgets on Jira Dashboard.
Jira Custom Fields
Keep track of your SLAs with the Target date and Status of the SLA goals in Jira Custom Fields
Learn More
Issue panel control
Monitor the process of spending time and SLA time data to each ticket on Issue Tab
Learn MoreHow to work with SLA Time and Report for Jira?
Frequently asked questions
Use a FAQ list to find answers on the most common questions
Do you store customer data from the customer Atlassian instance?
We don’t store any customer data in our infrastructure excluding hashed customer id and add-on configs. Everything is processed interactively and displayed to end-users. We use application internal logs, but without customer-related data, include only details about requests performance/status/error code.
Is your add-on compatible with Jira Service Desk to countSLA time?
The application counts SLA time for issues from Service Desk, but cannot configure it
Can I set SLA for Kanban projects?
The app works for Jira Software, Core, and Service Management tickets in general, and, in particular for the Kanban projects as well.
Do you follow the GDPR (General Data ProtectionRegulation EU)?
ll our add-ons, including SLA Time and Report, use Atlassian Jira API to data exchange, which is GDPR compliant natively. So, yes, all our applications and all their versions are GDPR compliant.
How do I add time to a status in Jira?
You can configure your SLA
What is time in status in Jira SLA?
Time in status is the time the Issue was in specific status (for example, In progress, Waiting for a customer etc.).
Can we add status in Jira?
Yes, you can monitor statuses of your Issues on the main page of the SLA, or you can see the status of each Issue if you open the issue in Jira.
How do I see time spent in Jira?
You can see the time that has already passed, monitor how much time left, and tracking % completion of the SLA to the target date. To use this new feature, just go to the table view reports and there you will find hints with all this information.
Why my column "Time to SLA" is still empty, even after SLA creation?
If you don’t see the SLA time, please check the parameters you set before to select issues.
Is it possible to carry plug-in settings from one project into others?
While using the filtering by the project you get the issues within the specified project only. It will not carry into others unless specified.
If you need to combine several projects, it is better to use the search by SLA configurations or filter.
How to get time along with creation and update fields?
To see time with “Created” and “Updated” date fields, you need to point a mouse cursor on a “Date” field. You’ll get time along with “created” and “updated” fields in a file after exporting.
We want to provide access to this plugin to a limited set of people within our organization. In this case, will pricing be applicable to the number of Jira accounts in our organizationor a limited set of people whom we want to provide this access?
According to Jira pricing, we’re unable to manage the price relative to the number of actual users. Atlassian offers discounts for the annual subscription, so you can pay less in that way.
Can I export SLA data into Excel?
Using SLA Time and Report for Jira add-on, you can export data in different formats (CSV, JPEG, PDF, SVG). Also, all the reports here can be shown as graphs, pie charts. Moreover, you can integrate these charts to dashboards.
Can I use SLA Time and report for Jira with Jira Service Desk?
Yes, this add-on can be used with different Jira products: Jira Core, Jira Jira Software, Jira Service Management (Jira Service Desk).
How do I set up SLA in Jira?
If you need some instructions or tips on how to set up an SLA, you can follow the instructions from our Step by step SLA Wizard: firstly click the “SLA Manager” button and afterward click “Setup Wizard”.
Would you like to start exploring our SLA time and goal tracking solution?
Trusted by 120+ clients
It is reputable for us to help customers manage their SLA trackers efficiently.
Do you have any questions or need some help?
Steven Fisher
Solves a real problem
Elise Brancheau
Great solution
Shahebaaz Shaikh
Useful plugin
John Stone
Price much lower
Colin Brown
Exactly what we were looking for
Gerardo Dalena
It does what it says
Sandra Sin
It works perfectly fine
How can we help you?
Find out how SLA Time and Report can be tailored to your team or project:
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Make your customers satisfied with your services as much as possible thanks to using SLAs in Jira. Configure your SLA following the next steps.