Display the actual time or elapsed time of SLA's using Automation


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

In some use cases, customers would like to calculate the actual time/elapsed time of the Time to first response and the Time to resolution SLAs. Currently, only SLA's Remaining Time is displayed, but there can be requirements where you would need the Elapsed Time (on the last cycle) if you wish to export the data for further processing. This knowledge base article would help to provide a workaround for the same.

This article offers a workaround to get the actual time or elapsed time of SLA's

We have an open feature request to provide the ability to view Elapsed Time of SLA's

JSDCLOUD-78 - Ability to view Elapsed Time as a column in Issue Navigator or in Export

Environment

Jira Service Management

Solution

Configure an automation rule in Jira Service Management to set the Request type.

  • Create a Text Field (single line) custom field to store the SLA elapsed time value.
  • Go to your Service project Project Settings > Automation > Create a rule:
  • The Automation rule structure should be as shown below:
    • Trigger - Scheduled 
    • Condition: Advanced compare condition to check Time to first response SLA is not empty
{{issue.Time to first response.completedCycles.elapsedTime.friendly}}


  • Action - Edit issue > Select the custom field created from the drop-down to store this value. 
{{issue.Time to first response.completedCycles.elapsedTime.friendly}}

  • Save and publish the rule.



Last modified on Jan 27, 2025

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