Time to SLA product comparison with Jira native SLA
- Adriana Hernandez
- Derya Özdemir
- Rama Goberu
Time to SLA works with more advanced SLA functionalities than Jira Service Management. The following table displays some of the differences between the Jira native SLAs and the third-party app Time to SLA.
Configurations | Jira Service Management - SLA | Appfire Time To SLA (TTSLA) |
|---|---|---|
SLA Global Scope | ||
Critical Zone | ||
Recalculate SLA after the issue is resolved | ||
Jira Automation | ||
Where is my SLA? |
Information
Here are some configurations that can be set with Time to SLA which are not supported by Jira Service Management:
The SLA scope in the TTSLA application:
The scope is for the whole Jira instance; this means that Global SLAs can be created and used in different projects, unlike JSM SLAs, which are at the project level only.
Additionally, unlike the native Jira SLAs, TTSLA can also be used in Jira Software and Jira Work Management projects instead of just Jira Service Management projects.
The critical zone is another functionality that is not available in the Jira native SLA. With this configuration, the user can visualize the SLA status through colors. When the status is in the critical zone, the SLA panel will change from blue to orange.
Once an issue is closed and its resolution is set, it is not possible to recalculate the Jira SLA if the SLA is reconfigured; this is something that will forever impact the customer's reports. The only solution is to remove the SLA from the project and start from scratch with a new one. On the other hand, in the case of Time To SLA, the recalculation can be done quickly, and no data is inaccurate in the report.
Certainly, Jira Automation is a helpful tool that can be adapted to customer needs. However, while Time To SLA allows more complex configuration than the Jira native SLA, Jira Automation only integrates with the native Jira SLAs.
One may alert users via Slack, email, and internal and external Jira comments that their SLA is breached or at risk. This is made possible by Jira native SLAs and Jira Automation. Also, other rules can be created related to SLAs. For example, depending on the SLA status, one can log work time, modify the issue assignee, create a linked issue or subtask, transition the issue, etc.
Finally, when it comes to troubleshooting SLAs, Time to SLA provides a first aid tool called 'Where is my SLA?'. This option allows checking at the issue level if the SLA being expected to see matches the conditions established and also if the SLA should be visible or not on the current issue.