SLA Time Management
Easily manage and track SLAs across your Jira ecosystem.
If you want to see how the plugin works, set up a 1:1 demo on Calendly with our support agent.
SLA for Jira Software & JSM plugin
Key capabilities & use cases
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Easily tailor and manage your SLAs
Unified SLA management: Centralize SLA setup for Jira and JSM in one app, applying consistent policies across different projects.
Custom calendars & conditions: Align SLAs with actual work hours, weekends, and holidays, and use JQL plus multi‑conditional rules (AND/OR) to define start/stop/pause.
Precise SLA targeting: Use JQL to apply SLAs only to specific work items—no more “all issues” mandates—for exact scope control.
Easy import of national holidays: Conveniently import national holidays from our ISO 3166-2 compliant database.
Flexible recalculation: Easily edit and recalculate SLAs at any time, even for new, active, or closed issues, to quickly adapt to changes or corrections.
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Offer leaders real-time tracking & performance control
Define unique SLAs for each team: Make sure that response and resolution targets align with the urgency and complexity of particular requests.
Boost team efficiency with SLA tracking: Provide your team with a live view of task deadlines and priorities to resolve issues faster and pinpoint bottlenecks.
Track time spent in each status: Set goal-free SLAs to monitor specific status durations, gaining insights into workflow slowdowns.
Cross-role SLA visibility in issue view: Enable both agents and end users to view the SLA panel directly within issues, boosting transparency and fostering seamless cross‑team collaboration.
Monitor SLA performance effortlessly: Use SLA custom fields in Jira’s Issue Navigator or Queues for Jira & JSM to easily prioritize tasks, balance team workloads, and streamline issue management.
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Provide customers real-time SLA visibility
Intuitive SLA panel in customer portal: Let customers effortlessly check estimated resolution time (based on the SLAs) directly from their request view, reducing uncertainty and follow-up queries. Communicate proactively and keep users consistently informed.
Clear SLA insights: Provide customers with more details on the issue view—including a dynamic progress bar, clear start dates, and planned completion dates—that promote transparency and build trust.
Accurate time-zone adjusted SLAs: Display SLAs according to the customer’s local time zone. Eliminate confusion and ensure precise deadline awareness.
SLA column view in My Requests app: Display SLA status as a dedicated column across all your requests. Empower customers to monitor deadlines at a glance and proactively follow up on at‑risk requests.
SLA Time Management is built with Atlassian Forge, ensuring a robust and secure foundation for your SLA management needs. This modern development platform provides:
With data hosted securely by Atlassian, your sensitive information stays protected at all times.
Experience native compatibility with Jira and JSM—Forge’s streamlined architecture guarantees smooth interoperability with your existing tools.
Built to grow with your business, our Forge-powered app delivers consistent, high-performance SLA tracking, whether you manage a small team or a global operation.
Explore SLA Time Management documentation
FAQ
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How does the built-in SLA feature in JSM differ from your SLA plugin?
Unlike JSM’s native SLA, SLA Time Management centralizes SLA definitions across any number of Jira and JSM projects in a single interface, lets you precisely target SLAs to specific issues via JQL (no mandatory “All remaining work items ” scope), and supports advanced start/stop/pause rules with full AND/OR logic for complex workflows. It also provides goal‑free time‑in‑status tracking to surface hidden bottlenecks, and can automatically import non‑working days from the ISO 3166‑2 holidays database so your SLA timers always respect local calendars without manual effort. In case of any changes, it lets you easily recalculate closed requests.
Deliver real‑time SLA visibility both within issue views and on the Customer Portal or MyRequests extension—always shown in each user’s local time zone—boosting transparency and cross‑team collaboration. Built on Atlassian Forge for secure, scalable data storage and compatible with both Jira Service Management and Jira Software, SLA Time Management integrates seamlessly with Deviniti’s Queues and My Requests apps to fill every gap left by the standard JSM SLA feature set.
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How do I add SLA to Jira?
Jira doesn’t support SLA tracking natively. You can add SLAs to Jira by using our SLA Time Management app, which offers a centralized platform for configuring SLAs across multiple Jira and Jira Service Management projects.
The app allows you to define SLA conditions—including when to start, pause, or stop the timer—using flexible configuration settings and JQL. Combine JQL and multi‑conditional logic (AND/OR) to precisely control when the SLA timer starts, pauses, or stops—for example, status = “In Progress” AND priority = High to start only on high‑priority issues. This means you can selectively apply SLAs to specific issues (based on factors like issue type or priority) and easily adjust the settings as business needs change. This approach helps ensure that SLA implementation is fully aligned with your organization’s standards and operational workflows.
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Can we track SLA in Jira?
No, Jira doesn’t support SLA tracking. To access SLA tracking in Jira, consider trying the SLA Time Management plugin. It lets you track SLAs across Jira and/or Jira Service Management in one, easy-to-use place.
Jira Service Management natively supports basic SLA tracking—letting you set start, pause, and stop conditions and see metrics like remaining time directly within issues.
However, many organizations need more advanced capabilities. That’s where the SLA Time Management app comes in. Unlike native JSM SLAs, it offers:
- Advanced configuration to tailor SLAs using JQL and multi-conditional logic (AND/OR) to match specific issue types or support levels.
- Setting up goal-free SLAs to know exactly how long each ticket stays in each status, identify bottlenecks, and continuously optimize your processes.
- The ability to easily recalculate closed issues in case of any changes.
- Dynamic SLA panels within issues (for agents and users), dedicated columns in issue navigator, and displaying SLAs on the Customer Portal.
- When combined with Queues for Jira & JSM, it gives you better control over priorities, resource allocation, and uniform standards across all teams.
- Importing holidays from the ISO database.
In short, while JSM’s built-in features cover the basics, the SLA Time Management app provides a more robust and flexible solution for complex support environments.
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How to calculate SLA in Jira Service Management?
SLA calculation in Jira Service Management is based on the timeline defined by your specific start, pause, and stop conditions. Essentially, the SLA is computed by measuring the elapsed time from when an issue is created until it is resolved, excluding non-working periods (which you can manage through custom calendars, including holidays and break times). If you need advanced options, we recommend trying the SLA Time Management app. Using it, you can:
- Set up sophisticated conditions based on Jira fields and logical operators (AND/OR) to determine exactly when the SLA timer should start, stop, or pause.
- Accurately define your SLA objectives with JQL—support multiple target conditions in a single SLA and apply them only to the issues you choose, without the mandatory “all remaining work items” scope of native JSM SLAs.
Book a 1-on-1 demo
Learn about the app’s features and pricing. Discuss practical use cases with our expert.
Contact me directly
Marta Szczetyńska
Want to learn more or help us enhance the app? Get in touch with the app’s Product Manager.