Issue actions
- Derya Özdemir
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The Time to SLA Issue Actions feature lets you perform issue-specific actions without changing SLA configurations for all issues. Use this feature to reset, recalculate, or troubleshoot SLAs, and manage SLA notifications with ease.
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How to access Time to SLA Issue Actions
Open the issue you want to manage.
Click the Time to SLA dropdown.
Select the action you want to perform for the issue.
Available actions
All of these actions, except for Mute SLA, are issue-specific. Using them won’t affect any other issues or their SLAs.
SLA Report
You can create a report in the issue view with one click. Here, you can choose how to sort your report by duration, which Jira fields and custom fields to include, and how to filter the report's results by SLA Status.
Select SLA Report from the Time to SLA dropdown menu.
Select which SLA statuses you want to see in the report. You can select All, Progress, Met, Exceeded, and Inactive.
Select how you would like to view the duration information on your report (for example, a human-readable format or number format).
Select the additional JIRA field(s) you want to see in the report.
Select the additional custom field(s) you want to see in the report.
Check the Include Disabled SLA(s) if you want to see the disabled SLA(s) in the report.
Click Proceed. Your report will look something like this:
Reset SLA
You can use this action to reset the issue at a time of your choosing.
The resets you define in this section won’t interfere with the ones you’ve defined in SLA configurations. They are issue-specific.
Select Reset SLA from the Time to SLA dropdown menu.
Select the SLA(s) you want to reset.
Select a reset date. If you leave this box blank, the SLA(s) will be reset immediately.
Select the Reset SLA action's behavior for finished SLAs. Your options are:
Do nothing – After your SLA finishes, it won’t be reset.
Reset SLA durations and restart SLA – After your SLA finishes, the elapsed time will be reset and the SLA will start counting again.
Reset SLA durations and invalidate previous cycles – After your SLA finishes, the elapsed time will be reset and the SLA Panel will be hidden. The SLA won’t start counting again until the next SLA start condition is met.
Click Proceed.
Undo Reset SLA
Here, you can undo the reset action. This won’t affect the SLA Reset conditions you may have selected on the SLA Configurations page.
Select Undo Reset SLA from the Time to SLA dropdown menu.
Select the SLAs for which you want to undo the resetting action.
Click Undo.
Where is my SLA?
Let’s say you’ve configured your SLA, but when you go to your issues, the SLA panel is nowhere to be seen. You can use this action to figure out what’s wrong.
Select Where is my SLA? from the Time to SLA dropdown menu.
Choose the user who will carry out the action. Leave it blank to perform the action as yourself.
The results will inform you what is wrong, and thus what needs to be fixed, with your SLA. The ones that have the icon are the reasons why the SLA panel is not appearing on your issue. In the example above, it can be seen that the issue is not within the scope of the SLA project.
Regenerate SLA Data
Select Regenerate SLA Data from the Time to SLA dropdown menu.
You can select which SLAs should be recalculated or you can apply the action to all SLAs.
Click Proceed.
Mute SLA
Mute SLA notifications for the selected issue. To learn how, refer to this documentation.