How set SLA for "Resolution Time = Actual Submission Time"

[Ashok Gottipati]

Hi Team I want create a SLA for JSM project, 

How set SLA for "Resolution Time = Actual Submission Time"

[Christos Markoulatos · Accepted solution]

Hey @Ashok Gottipati 

In Jira Service Management, SLAs work like a stopwatch: you define start and stop conditions (for example, start when the issue is created, stop when it’s resolved). There’s no way to set an SLA as “Resolution Time = Actual Submission Time” because SLAs measure elapsed time between two events, not a fixed timestamp. The system can’t retroactively set resolution equal to submission, it only tracks duration.

If i understand correctly your goal is to measure how long it takes from submission to resolution, that’s the default Time to resolution SLA:

• Start: Issue Created
• Stop: Resolution: Set

You can configure this in Project settings → SLAs.

• Set up SLAs in Jira Service Management
• Create SLA goals and conditions

Hope this helps!