SLA statuses

The chapter explains how SLA information is displayed directly on Jira issues (or on the customer portal if enabled), giving users and agents instant insight into SLA performance.

These panels provide a clear, real-time view of each SLA tracked on an issue, including its current status and key timing details.

How to read panels

SLA Time Management adds additional panels that display information and time tracker for your SLAs.

General view:

Detailed view:

1. A name and status icon of your SLA
2. Detailed status and remaining or exceeded time.
3. Time spent on a ticket and how much is still left.
4. Percentage progress bar.
5. Exact dates of starting an SLA and when it’s supposed to be finished.

Status explanation

The following statuses are applied based on your configuration and timer status:

SLA Status	Description
Not started	Starting conditions didn’t trigger an SLA yet.
On time	An SLA is being tracked and it’s still within time limits.
After hours	An SLA is being tracked, it’s still within time limits, but it’s now holidays or after working hours according to the configured calendar.
At risk	An SLA is being tracked, it’s still within time limits but it’s close to exceeding the SLA (>80%).
At risk (After hours)	An SLA is being tracked, it’s still within time limits but it’s close to exceeding the SLA (>80%) and it’s now holidays or after working hours according to the configured calendar.
Overdue	An SLA has been exceeded and the issue hasn’t been resolved yet.
Overdue (After hours)	An SLA has been exceeded and the issue hasn’t been resolved yet. It’s now holidays or after working hours according to the configured calendar.
Success	An issue has been resolved within the time limit set by an SLA.
Breached	An issue has been resolved but the time limit set by an SLA was exceeded.
Paused	Conditions that trigger a pause were applied and the timer is not counting at the moment.
Paused (At risk)	Conditions that trigger a pause were applied and the timer is not counting at the moment, however it’s getting close to the time limit.
Paused (Overdue)	Conditions that trigger a pause were applied and the timer is not counting at the moment, but the time limit has already been exceeded.

Tip

You can add your SLA status display to issues on your board. Navigate to Board settings > Card layout and add a field with your SLA (search for the same name as your SLA name).

Configuration:

Result:

This works for both Jira Software and Service Management projects and everyone with access to that project will see the status.