Using Time to SLA Issue Actions

Owned by Derya Özdemir
Last updated: Oct 25, 2023
5 min read

This page is about Time to SLA for Jira On-Prem. Using Jira Cloud? Click the Cloud button above.

On this page, you’ll learn how to use the SLA Report, Reset an SLA, Undo Reset SLA, Where is my SLA, Recalculate SLA actions, and Mute SLA, which can be found on the Time to SLA Issue Actions dropdown menu.

How to Use the “SLA Report” Action

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.

  1. Go to the related issue, and click Time to SLA menu > SLA Report.

  2. Select which SLA statuses you want to see in the report. You can select All, Progress, Met, Exceeded, and Inactive.

  3. Select how you would like to view the duration information on your report (e.g. a human-readable format or number format).

  4. Select the additional JIRA field(s) you want to see in the report.

  5. Select the additional custom field(s) you want to see in the report.

  6. Check the Include Disabled SLA(s) if you want to see the disabled SLA(s) in the report.

  7. Click Proceed. Your report will look something like this:

How to Use the “Reset SLA” Action

You can use this action to reset the issue at a time of your choosing. This operates differently from the Reset SLA condition, and the reset options you select here won't affect the SLA configurations you selected beforehand.

  1. Go to the related issue, and click Time to SLA menu > Reset SLA.

  2. Select the SLA(s) you want to reset.

  3. Select a reset date. If you leave this box blank, the SLA(s) will be reset immediately.

  4. Select the Reset SLA action's behavior for finished SLAs.

    Your options for resetting finished SLAs 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.

  5. Click Proceed.

The resets you define in this section won’t interfere with the ones you’ve defined in SLA configurations. They are issue-specific.

Keep in mind that these options are only valid for Next-gen SLAs. For legacy SLAs, manual reset will restart finished SLAs by default.

How to Use the “Undo Reset SLA” Action

Here, you can click to undo the reset action. This won’t affect the SLA Reset conditions you may have selected on the SLA configurations page.

  1. Go to the related issue, and click Time to SLA menu > Undo Reset SLA.

  2. Select the SLAs that you want to undo the resetting action.

  3. Click Undo.

  4. The Reset SLA actions you’ve picked will be undone.

How to Use the “Where is my SLA?” Action

Let’s say you’ve configured your SLA, but when you go to your issues, the SLA Panels are nowhere to be seen. You can use this handy action to figure out what’s wrong. Here is how:

  1. Go to the related issue, and click Time to SLA menu > Where is my SLA?.

  2. Choose the user who will carry out the action. Leave it blank to perform the action as yourself.

  3. 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 in the SLA project scope, for example.

How to Use the “Regenerate SLA Data” Action

Click to undo the reset action. This won’t affect the SLA Reset conditions you may have selected on the SLA configurations page.

  1. Go to the related issue, and click Time to SLA menu > Mute SLA.

  2. You can select which SLAs should be recalculated or you can apply the action to all SLAs.

  3. Click Proceed.

  4. The page will automatically refresh after the recalculation.

How to Use the “Mute SLA” Action

Here, you can mute email notifications set by the SLA notifier. You can mute notifications by selecting issues, SLAs, or both.

  1. Go to the related issue, and click Time to SLA menu > Mute SLA.

  2. Select how long you want to mute notifications from the Mute Duration section. You can mute notifications until they are manually unmuted by your action or choose an end date to unmute them automatically.

    • Click Until Unmuted if you want to unmute the issue with an action later.

    • Click Custom to pick an end date. When this date is reached, the issue will be unmuted automatically.

  3. You can mute notifications by specifying issues. To do that, you have three options:

    • You can mute all notifications by selecting All.

    • You can mute notifications by selecting the issue keys. You can also add an issue key via the Add item button.

  1. You can mute notifications for issues filtered by the JQL statement you entered.

  1. You can mute notifications by specifying SLAs. Select all SLAs, or select specific SLAs.

  2. Click the Done button, and your configurations will be saved.

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