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Jira SLA Settings: How to Manage in Jira Cloud

Have you ever worked with a service provider and failed to receive the results you expected? 1/3 of consumers would consider switching companies after a single instance of bad service. Knowing and satisfying customer expectations will enhance client trust and, as a result, increase business profit. Setting goals for how soon you handle customer concerns will help keep your team on pace. In this article, we’ll explore options for configuring Service Level Agreement’s time for Jira users.

What is SLA, and how does it run in Jira?

A Service Level Agreement (SLA) is a contract between a service provider and a client that specifies the service requirements that must be met. In Jira, SLA mostly sets time limits for issues and tracks the progress on it. There are different options for configuring SLA for managers. You can use Jira Service Management’s built-in functionality or Atlassian SLA apps. SLA Time and Report is one of such plugins. We’ll compare each solution to see which is the best fit for your team. Let’s review both of them in detail.

Setting up SLAs with Jira Service Management (JSM)

To set up SLA in Jira Service Management, you need to have admin access. Here you can configure it for the Support Portal tickets in Project settings > SLAs.

Now, let’s dive into all features of this solution.

  • Setting SLA for tickets is available only from the Support Project.
  • Start/pause/stop conditions for the SLA timer include such options: Assignee (From Unassigned, Set, Not Set), Statuses (Waiting for Support, Waiting for Customer, In Progress, Closed), Issue Created, Comment for/by Customer, Resolution (Created, Set). For start, stop, and pause conditions, you can employ several triggers.
  • Goal section: here, you can create a target time for ticket resolution, team working hours (calendar), and issue criteria using Jira Query Language (JQL). In order to choose higher priority issues, you’ll need to know how to generate JQL requests.
  • With default settings, JSM allows you to monitor SLA Reports (compare achieved goals over time) and generate customized chart reports for certain request types. On a ticket view panel, you can also track SLA time.

SLA Time and Report options

This Jira SLA plugin will be helpful if you aim to set SLA for support tickets as well as for other projects. Now, let’s look at how it differs from JSM and when it might be the option for you.

  • With SLA Time and Report, you can create SLA for Jira Core, Jira Service Management, and Jira Software. You can keep track of SLAs for all levels of support and don’t need to have admin permission.
  • Start/Pause/Stop Conditions can include any issue field: assignee (you can select the name of the necessary assignee group), priority, status, issue type, due date (number of days before, after), comment from (assignee, reporter, specific user), etc. No JQL knowledge is needed to set additional issues options. The configuration of this add-on is simple and flexible.
  • Goals in SLA Time and Report provide setting time limits for Jira SLA config and an automated action for each goal. Everyone can configure them for overdue issues in the SLA config without special knowledge. To activate triggered action, you do not have to utilize any Automation rules as at JSM. Actions for overdue issues involve: alert notifications, changing an assignee, priority, or status. So, you’ll be able to meet your SLA deadline.
  • You can use the Multi-Cycle or First-Cycle modes for the SLA timer in different scenarios with different goals. You don’t need to apply JQL to accomplish this as with JSM. Simply choose one of two setup options from the configuration menu.
  • You may analyze a list of issues for SLA, their goals, statuses, and timers in table or graph view. In addition, SLA Time and Report users can share charts to any external dashboard. It can be Eazy BI, Kliopfilio, Gecko Boards, Power BI, etc. The issue view tab is also available.

What about the price? Using JSM, you need to pay extra money for more than 3 users. With SLA Time and Report, you will obtain a customizable tool for Jira SLA reporting and save costs.


Both of the reviewed tools are great for SLA settings. You can choose any option according to your goals. If you simply need SLAs for tickets from support, Jira Service Management is an excellent choice. To set SLA for other Jira projects, consider SLA Time and Report developed by SaaSJet. It provides you with a variety of configuration options without creating additional JQL or Automation rules.

Have you ever tried to track SLA in Jira for your company? Share your favorite methods with us.

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