/
SLA panel

SLA panel

Owned by Derya Özdemir
Last updated: Apr 13, 2025
4 min read

This page is about Time to SLA for Jira Cloud. Using Data Center? 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. The name of the SLA being tracked.

  2. Click to view more details about this SLA.

  3. Hold the pointer over these icons to see details like SLA goal and 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 left 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/breached/violated.

  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.

If you’d like to display the target date on a custom field, learn how here.

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

On the Settings > SLA Panel page, you can customize your SLA panel, such as where the panel appears and what’s shown on it. The settings include the following:

  1. Display Options – The SLA Panel can be displayed on the right, the left, or both.

  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. Completed SLAs – Check this box to hide completed SLAs from the SLA panel.

  6. Out of working hours – Check this box to hide SLAs from the SLA panel when their calendar is set to out of working hours

  7. Paused SLAs – Check this box to hide paused SLAs from the SLA panel.

  8. Not started SLAs – Check this box to hide not started SLAs from the SLA panel. New instances have this setting disabled by default.

  9. SLA Order – You can order your SLA panels based on Urgency and Start Date. Or you can create a custom sorting option.

SLA Order – 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:

  1. Longest breach

  2. Shortest breach

  3. Shortest remaining time

  4. Longest remaining time

SLA Order – Start Date: SLAs will be ordered based on their start date. It can be Ascending or Descending.

SLA Order – Custom: Order your SLAs as you wish. The world is your oyster.

  1. Live Preview – As you select your options, watch the right-hand side to see a live preview of what the SLA panel will look like.