How to display elapsed time instead of remaining time for SLAs

Summary

This article offers a workaround for obtaining the real elapsed time of an SLA for a ticket in a format that is easy to understand, using an automation rule in Jira Service Management.

Additionally, there is a feature request submitted to address this need: JSDSERVER-78-Ability to view Elapsed Time as a column in Issue Navigator or in Export.

Environment

Any version of Jira Service Management.

Solution

• Create a Text Field (single line) custom field to store the SLA elapsed time value, e.g., "SLA Elapsed Time"

• Navigate to the Project Settings > Automation and Create a new rule, e.g., "SLA Elapsed Calculation":

• Configure the automation rule as the following:

• Add a New Trigger of type Scheduled

  

• Add an Advanced compare condition to check that the SLA (e.g., Time to first response) is not empty:

• Add Action: Type Edit issue > select the custom field created from the drop-down to store the following value:

  1 {{issue.Time to resolution.completedCycles.elapsedTime.millis.sum}}

  If you would like to get the cumulative value for the elapsed time in a friendly format you can use the following:

  1 {{now.diff(now.plusMillis(issue.Time to resolution.completedCycles.elapsedTime.millis.sum)).prettyPrint}}
  

• Click Save and publish the rule. 

• If you like to add the value of the calculated elapsed time to the audit log you can add a Log action and use the following to display the value of the calculated field: 

  1 {{issue.Time to first response.completedCycles.elapsedTime.friendly}}