Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-10113

SLA UI on Issue should reflect time taken not time remaining

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • SLA
    • None
    • 1

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Similar to what is raised here - https://community.atlassian.com/t5/Jira-Service-Management/Confused-by-the-way-service-desk-displays-SLA-timers/qaq-p/138637

       

      My team has brought up how it's confusing that the SLA display shows you how much time is left in the SLA rather than how much time it took to meet the criteria.

      For example:

       

      This ticket was responded to in 31 minutes but at a glance it appears as though it took 7 hours and 29 minutes.

            [JSDCLOUD-10113] SLA UI on Issue should reflect time taken not time remaining

            Alex van Vucht (GLiNTECH) added a comment - - edited

            It would be nice if the New Issue View allowed this.

            As a workaround, you can use an automation to copy the "Time elapsed" value to a custom field. Have a look at https://support.atlassian.com/jira-software-cloud/docs/find-the-smart-value-for-a-field/

            Try:

            1. When: value changed for Time to Resolution"
            2. If: advanced field compare: {{ issue.Time To Resolution.completedCycles.elapsedTime.friendly}} is not empty
            3. Edit issue: Time elapsed for resolution: {{ issue.Time To Resolution.completedCycles.elapsedTime.friendly}}

            Alex van Vucht (GLiNTECH) added a comment - - edited It would be nice if the New Issue View allowed this. As a workaround, you can use an automation to copy the "Time elapsed" value to a custom field. Have a look at https://support.atlassian.com/jira-software-cloud/docs/find-the-smart-value-for-a-field/ Try: When: value changed for Time to Resolution" If: advanced field compare: {{ issue.Time To Resolution.completedCycles.elapsedTime.friendly}} is not empty Edit issue: Time elapsed for resolution: {{ issue.Time To Resolution.completedCycles.elapsedTime.friendly}}

              Unassigned Unassigned
              4ff46de9adce tommy
              Votes:
              9 Vote for this issue
              Watchers:
              12 Start watching this issue

                Created:
                Updated: