The SLA History

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

All of your actions for an issue and an SLA is recorded on Jira Cloud. Here, you can see all of your Comments, History, Work log, and SLA History. Check out the example below:

All – All actions taken and comments sent for the issue can be found here.
Comments – You can see all of the comments made on the issue. Here you can Add an internal comment or Reply to customer.
History – The issue’s history is recorded here; however, it doesn’t allow you to see the sent comments.
Work log – This enables you to log your work.
SLA History – The SLA History is a helpful tool that displays a record of all the states of your SLA, organized into cycles. Here you can select which SLA’s history you want to view, as well as Export it. Each cycle is made up of a Start and End condition, and by examining your SLA history, you can easily see how long people spent between those conditions, along with all the different statuses of the SLA, like met or exceeded. Whenever an SLA is stopped, the existing cycle will be completed as met or exceeded. And when the issue is reopened, a new cycle starts.

Keep in mind that the reset function isn’t a start condition so it cannot start a new cycle. If you want a reset to trigger a new cycle, your End and Reset conditions should be identical. To ensure the SLA resets and begins a new cycle when completed, it's important to configure it accordingly. If you reset a SLA which is already completed, you will be able to start a new cycle with a reset condition.

The duration section of the SLA History displays the elapsed time, and you can view additional details by clicking on Overall Details. This feature provides a more comprehensive breakdown of all the durations associated with your SLA. On the right-hand side of the section, you can view the details of your SLA. Check out an example below: