Using Time to SLA Issue Actions

Owned by Derya Özdemir
Last updated: Nov 27, 2023
4 min read

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

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

How to Use the “Reset SLA” Action

  1. Go to the issue you want to reset on Jira Cloud.

  2. Click icon on top of the Details menu.

  3. Click Time to SLA Issue Actions and a popup will appear.

  4. Click the Actions dropdown menu and select Reset SLA.

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

     

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

  7. Select how you want the Reset action to behave on finished SLAs.

  8. Click Proceed.

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

How to Use the “Undo Reset SLA” Action

  1. Go to the issue you want to reset on Jira Cloud.

  2. Click icon on top of the Details menu.

  3. Click Time to SLA Issue Actions and a popup will appear.

  4. Click the Actions dropdown menu and select Undo Reset SLA.

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

  6. Click Undo.

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 action to figure out what’s wrong. Here is how:

  1. Go to the issue you want to reset on Jira Cloud.

  2. Click icon on top of the Details menu.

  3. Click Time to SLA Issue Actions and a popup will appear.

  4. Click the Actions dropdown menu and select Where is my SLA?.

  5. Select the SLA(s) you want to investigate.

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

  7. The results will inform you what is wrong, and thus what needs to be fixed, with your SLA.

How to Use the “Recalculate SLA” Action

  1. Go to the issue you want to reset on Jira Cloud.

  2. Click icon on top of the Details menu.

  3. Click Time to SLA Issue Actions and a popup will appear.

  4. Click the Actions dropdown menu and select Recalculate SLA.

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

  6. Click Proceed.

  7. The page will automatically refresh after the recalculation.

How to Use the “Mute SLA” Action

1. Go to the related issue, and click the icon on top of the Details section.

2. Click Time to SLA Issue Actions, and from the Actions dropdown menu, pick Mute SLA. The Mute SLA Notifications screen will appear.

3. Select how long you want to mute notifications from the Mute Duration section. You can mute notifications until they are manually unmuted with an 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.

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

a. Muting all notifications by selecting all issues.

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

Only recently viewed issues are listed here. To populate the combo box, you can use the issuekey in issueHistory() order by lastViewed DESC statement, which will filter issues.

c. Muting notifications for issues filtered by the JQL statement you entered.

5. You can mute notifications by specifying SLAs. To do that, you have two options:

a. Muting all notifications by selecting All.

b. Muting notifications by selecting specific SLAs.

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

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