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SLA panel

SLA panel

Owned by Derya Özdemir
Last updated: Feb 03, 2025
4 min read

This page is about Time to SLA for Jira Data Center. Using Cloud? Click here.

The SLA panel presents SLA information and visualizes SLA status using colors and icons. If your issue meets the conditions for an SLA, the SLA panel will appear on the issue view:

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

On this page:

On this page:

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:

  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 green means your SLA has been successfully met.

  9. The SLA status in red means 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.

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

Color/Icon

What it means

The SLA is in progress and on track.

 

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.

The SLA goal has been met successfully.

The SLA is exceeded/breached/violated.

The SLA doesn’t have a target. There can be three reasons:

  1. No target is chosen as the goal.

  2. Negotiation date is chosen as the goal, but it hasn't been set on the issue yet.

  3. The JQL works, but the start condition hasn't been met yet. The SLA will start counting when the condition is met.

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:

  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.