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This page is about Time to SLA for Jira Cloud. Using Jira On-Prem? Click the On-Prem button above. |
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Now, let’s take a look at the different calculation methods you can choose from.
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1. First Cycle –
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First Cycle
The First Cycle method calculates only the first cycle between the Open and Resolved statuses. Anchor
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This calculation method considers the date/time when your issue met the first start condition and uses it as the SLA start date. The date/time when your issue met the first end condition is used as the SLA end date.
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If you want to set up an SLA for First Response Time, you could use the First Cycle method.
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Last Cycle
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The Last Cycle method calculates only the last cycle between Open and Resolved statuses. Anchor
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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You can choose this method to keep the last comment’s time in the panel. This will tell you when the last comment was submitted and whether it aligned with your target date.
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All Cycles
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The All Cycles method will add up all cycles between Open and Resolved statuses. Anchor
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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To give you a better idea, selecting All Cycles for your Time to Resolution SLA would be a logical decision since you'd want to know how many days it took you to solve the issue. The All Cycles method would track the time from the issue’s creation to when it was resolved.
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Largest Span
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The Largest Span method will calculate the elapsed time between the first Open and last Resolved status. Anchor
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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In a nutshell, this method takes into account all processes from the start of the SLA to the time it is resolved.
You may ask – How is this different from the All Cycles method? Well, unlike Unlike the All Cycles method, the Largest Span also includes intermediary statuses. In this case, these are the Resolved/Closed statuses.
And there you have it! When in doubt, always refer to our work process diagrams, as they can teach you how different methods work in the most concise and efficient way possible.
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Important notes
If you have different business hours for each day (as shown below), TTS will consider Monday’s business hours.
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For example, if you add a goal as shown below (1d)with a duration of 1d, TTS will consider this 1 day as 10 hours. This is because your business hours add up to 10 hours on Monday.
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If you want to set your business hours for the “day” option, you can use the Length of Business Day option as shown below:
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