Logging time on issues
In Jira Service Desk, you use Service Level Agreements (SLAs) configured by your administrator to help you track how well you're meeting customer expectations (e.g. responding to a request within 4 hours). You can use the Time tracking feature in addition to SLAs to generate a workload report when you're working on a customer request with other agents, or when you need to track time spent fixing a problem that affects multiple customer requests.
Here's how time tracking appears on an issue:
- The Estimated field displays the amount of time originally anticipated to resolve the issue
- The Remaining field displays the amount of time currently anticipated to resolve the issue
- The Logged field displays the amount of time logged working on the issue so far
- Choosing to include subtasks displays the aggregated time of an issue and all its subtasks
When you log time for the first time, the time spent is subtracted from the original estimate, and the resulting value is shown in the remaining estimate. When you log subsequent time, any time spent is subtracted from the remaining estimate.
Before you begin
Make sure that your Jira admin has enabled time tracking, and that you have the Work on Issues, Delete Work Logs, and Edit Work Logs project permissions. Anyone with the Browse Project permission can view time tracking info on an issue.
Set a time estimate for an issue
Before you start work on an issue, you can set a time estimate to calculate how long you believe it'll take to resolve it.
- Select the issue and choose the Time estimate field
Enter the amount of time you believe it'll take to complete work on the issue
- You can specify additional time units after a time value 'X', such as Xw, Xd, Xh, or Xm, to represent weeks (w), days (d), hours (h), and minutes (m), respectively. If you type a number without specifying a time unit—you type "2" instead of "2h"—the default time unit that your Jira admin has specified will apply.
- Default conversion rates are 1w = 5d and 1d = 8h.
Log time on an issue
Once you've started to work on a specific issue, log time to keep a record of it. That'll let you to your original estimate with how long it actually took to resolve the issue.
- Open the issue and select ••• > Log work (or click + next to Time tracking)
Fill in the Log time fields and select Save
Log Work field
Time spent The amount of time spent on the issue. This is the aggregate amount of time that has been logged against this issue. Date started Date and time when you started this unit of work. Remaining estimated
Amount of time anticipated to resolve the issue after completing this unit of work. You can adjust this value using the following options:
- Adjust Automatically - Adjust the remaining estimate value by subtracting the amount of work logged in the Time Spent field from the remaining estimate current value.
- Leave Estimate unset - This option is displayed only if no time estimate has been specified on the issue. You can use this option when you want to keep track of work, but you don't necessarily have a time estimate for an issue.
- Use Existing Estimate of - Select this option if you do not want to change the issue remaining estimate value.
- Set to - You can adjust the remaining estimate value to the amount of time you specify in this field.
- Reduce by - Select this option to manually adjust the remaining estimate value by subtracting the amount of time you specify in this field.
Type a description related to the achieved work.
Comments are copied to the Workflow Description by default, but your Jira administrator can change this option in the 'Copy Comment to Workflow Descriptions' settings. If this setting is disabled:
- The work log entry may be visible to anyone. If this is a concern, you need to edit this work log entry after creating it to modify its visibility.
- You have to manually copy comments to a workflow description once you have logged work.
Select the padlock icon to set the work logged to be viewable only by members of a particular project role or group.
Items below this point aren't available in the new issue view just yet. Click the issue key to open the full-page view to perform these actions.
You can also log time when you resolve or close an issue by editing the log time fields.
Edit a time log entry
You can can edit your own time log entries if you've been granted the edit own work logs permission. You can also edit other people's time log entries if you've been granted the Edit All Work Logs permission.
Delete a time log entry
You can delete your own time log entries if you have been granted the Delete Own Work Logs permission. You can also delete other people's time log entries if you've been granted the Delete All Work Logs permission.
- Go to the issue and open the Work Log tab
- Hover over the time log entry to display the actions for the entry on the right side
Select the entry you want to delete and click the trash can icon
You'll be prompted to choose how the Remaining Estimate is affected by deleting the time log:
Option field Description Auto adjust Automatically add the time spent value to the current remaining estimate value. Leave existing estimate Don't change the issue remaining estimate value. Set estimated time remaining Manually set the issue's remaining estimate value to the specified amount. Increase estimated time remaining Increase the estimated remaining.
- Click Delete
Customized Jira sites
Jira applications can be customized by your Jira administrator by adding the log time and time tracking fields to the customized screens. This way, you can log time and specify time estimates on the same Jira screen when performing any Jira operation, like editing, creating an issue, or transitioning an issue to another status.
To work or specify time estimates on the same Jira screen:
- Navigate to the issue and view its details.
- Perform the customized Jira operation that allows you to log time and specify time estimates on the same Jira screen. For example, assuming that your Jira admin has added the time tracking fields to the Resolve Issue Screen and this screen also retains the default Log time fields, select Workflow > Resolve Issue at the top of the issue.
If your Jira admin has configured the Log time fields as optional, you can choose whether or not to log time by checking the Log time checkbox.
If your Jira administrator has made logging time mandatory, you won't see the Log time checkbox. You'll instead need to log time when transitioning an issue.