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Time to SLA offers an SLA Panel to make it easy to track your SLAs. On issue view screens, the SLA Panel The SLA panel presents SLA information and visualizes SLA status using colors and icons.

The anatomy of an SLA panel

The SLA Panel displays all SLA metrics in one place with a customizable design. To better understand it, let’s zoom in on its most crucial parts and visualize how it changes according to your issues and workflowIf your issue meets the conditions for an SLA, the SLA panel will appear on the issue view:

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If there are multiple SLAs within an issue, you will see a different panel for each SLA.

SLA panel details

The SLA panel consolidates all SLA metrics into one customizable interface. It includes a live countdown and provides a clear, real-time view of SLA progress and status. Below are the key components of the SLA panel:

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1. This is the name of the SLA.

2. Click this to view more details about this SLA.

3. When you hover here, you can see the SLA Goal and the Calendar Name.

4. ⏳ SLA Start Date > ⌛ SLA Target Date

5. The SLA status in blue means your SLA is progressing.

6. Elapsed (the time that has passed since the SLA started)
   Remaining (the time you have to meet the SLA goal)

7. SLA End Date

8. The SLA status in greenmeans your SLA has been successfully met.

9. The SLA status in redmeans your SLA is overdue.

10. If you miss your SLA deadline, this will show you the overdue duration.

11. The progress bar shows how far your SLA has progressed. It will continue to count after your SLA is overdue.

If your issue meets the conditions for an SLA, the SLA Panel will appear on the issue view screens. Check out an example below:

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🚀 Next Steps

On this page, we learned how to read the SLA Panel. Next, we’ll find out more about the different colors and icons.

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Colors and icons

The SLA panel dynamically changes as the SLA progresses. Here’s what the different colors and icons indicate:

Color/Icon	What it means
Image Added	The SLA is in progress and on track.
Image Added	The SLA is in progress but in the critical zone, which means the deadline is approaching. You can change when the SLA will be in the critical zone in SLA configuration.
Image Added	The SLA goal has been met successfully.
Image Added	The SLA is exceeded/breached/violated.
Image Added	The SLA doesn’t have a target. There can be three reasons: No target is chosen as the goal. Negotiation date is chosen as the goal, but it hasn't been set on the issue yet. The JQL works, but the start condition hasn't been met yet. The SLA will start counting when the condition is met.
Image Added	The SLA’s calendar is out of working hours.

How to customize the SLA panel

Using the SLA panel settings page, you can customize the appearance of your panel, such as where the panel appears and what’s shown on the screen. The settings include the following:

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1. SLA Panel – Click to access SLA Panel configurations.

2. Shown in SLA panel – Select which parts you want to display on the SLA Panel.

3. Duration Format – Choose which units should be included in the duration format.

4. SLA Context – The SLA panel will display SLAs based on this selection.

5. External issue changes – The SLA Panel makes repeating calls to backend services from the issue view to check whether the issue has been changed in another window. You can disable this feature, but since it's essential for tracking a dynamically changing SLA, we recommend that you keep it enabled.

6. Completed SLAs – Check this box to hide completed SLAs from the SLA Panel.

7. Out of working hours – Check this box to hide SLAs from the SLA Panel when their calendar is set to out of working hours

8. Not started SLAs – Check this box to hide not started SLAs from the SLA Panel.

9. Panel Position – Select where you want to see the panel: On the top or the bottom.

10. SLA Order – You can order your SLA panels based on Urgency and Start Date. Or you can create a custom sorting option.

    • Urgency: SLAs will be ordered by their states (Running, Paused, Stopped) and then by remaining time. If there are multiple SLAs in each SLA state, they will be placed in the following order:

      • Longest breach

      • Shortest breach

      • Shortest remaining time

      • Longest remaining time

    • Start Date: SLAs will be ordered based on their start date. It can be Ascending or Descending.

    • Custom: Order your SLAs as you wish.

11. Live Preview – This is how your SLA panel will look like on the issue. The preview changes as you make configurations.