This chapter explains how to use Jira Query Language (JQL) within the app to filter and control how SLAs are applied, displayed, and recalculated.
JQL gives you the flexibility to target specific sets of issues based on any criteria relevant to your workflows, teams, or business rules.
You can use JQL, for example, in:
SLA Configuration
Apply JQL during SLA setup to define which issues a specific SLA rule should apply to. This ensures your SLAs are tailored to the right projects, issue types, or custom conditions.
Recalculations
Use JQL to precisely select the issues that should be included in an SLA recalculation - ideal for bulk updates after workflow or configuration changes.
With JQL support throughout the app, you can make your SLA tracking smarter, more focused, and perfectly aligned with your Jira environment.
| Name used for JQL | Description | Value | Value example | Unit/format |
|---|---|---|---|---|
.State |
Indicates the current state of a given SLA. | never-started, started, paused, closed |
started |
- |
.Goal type |
Defines what type of a goal has been set for the SLA. | "unspecified", "duration", "date", "business days offset" |
"date" |
- |
.Goal duration |
The total time set as the SLA goal. | number | 18000 |
milliseconds |
.Remaining time |
The amount of time left before the SLA is breached, calculated according to the working calendar. | number | 18000 |
milliseconds |
.Started date |
The date when the SLA timer started. | date | 2025-04-25 |
YYYY-MM-DD |
.Spent time |
The total time that has elapsed since the SLA started. | number | 18000 |
milliseconds |
.Spent time percentage |
Shows what percentage of the SLA target time has already been used. | number | 60 equals to 60% |
% |
.Target date |
The date and time when the SLA is expected to reach its goal. | date | 2025-04-25 |
YYYY-MM-DD |
.Breached |
Indicates whether the SLA goal has been exceeded | "true", "false" |
"true" |
- |
.After hours |
Displays how much time has been counted outside the configured working calendar. | "true", "false" |
"true" |
- |
.Paused time |
The total amount of time the SLA timer has been paused. | number | 18000 |
milliseconds |
.Finished date |
The date and time when the SLA was completed (when its end condition was met). | date | 2025-04-25 |
YYYY-MM-DD |
| Native Jira Query | SLA Time Management Query |
|---|---|
"Time to First Response" = breached() |
“Time to first response.Breached” = "TRUE" |
"Time to First Response" = completed() |
“Time to first response.State = closed |
"Time to First Response" = paused() |
“Time to first response.Paused time = 16000 |
"Time to First Response" = remaining() |
“Time to first response.Remaining time = 18000 |
You can also use JQL functions.
You can use a calculator available online to convert your time to milliseconds.
Navigate to Filters>All work.
Switch filtering to JQL.
Adjust the view by adding the field with a name of your SLA you want to filter.
The field is now added and visible.
Insert your JQL starting with the name of your SLA.
Check below for examples. You can find a table with all values at the beginning of this chapter.
Your tickets were filtered and only the ticket that matches the criteria is displayed.
In this case it uses a JQL that returns tickets that are in progress and the SLA time wasn’t breached.
Back to App page
"Internal SLA for our development team.State" = started AND "Internal SLA for our development team.Breached" = "false"
You can find some examples of JQL queries below.
Internal SLA for our development team is the name of the SLA.
Issues that have more than 80% of set time spent but less than 100%:
"Internal SLA for our development team.Spent Time Percentage" >= 80 AND "Internal SLA for our development team.Spent Time Percentage" < 100
Issues that have target date set to 2025-04-23 and are either started or paused.
"Internal SLA for our development team.Target Date" = 2025-04-23 AND "Internal SLA for our development team.State" in (started, paused)
Issues that have no assigned goal, are closed and time spent did on these issues didn’t exceed 30 min:
"Internal SLA for our development team.Goal Type" = "unspecified" AND "Internal SLA for our development team.State" = closed AND "Internal SLA for our development team.Spent Time" < 18000000
