Help with JQL for SLA Time to Resolution Under 5 Minutes

[Pablo Gómez Justicia]

Hi Community,

I'm trying to create a JQL query to find tickets in my project where the SLA "Time to resolution" is less than 5 minutes. Here's what I currently use:

PROJECT = SOPINF AND "Time to resolution" < elapsed("5m") AND resolution IS NOT EMPTY 

This query only returns tickets where the SLA is paused (which is odd, but not my main concern) and doesn't exceed 5 minutes. However, it doesn't include tickets where the SLA status is completed and the elapsed time is less than 5 minutes.

Is there something wrong with my SLA configuration? Or am I missing something in how I should write this JQL query?

Thanks in advance for your insights!

[Ayça Erdem_OBSS_ · Accepted solution]

Hello @Pablo Gómez Justicia 

Unfortunately, Jira's built-in SLA counters do not allow for retrospective calculations. SLA timers start when the SLA is triggered for an issue and only track durations moving forward. This means it is not possible to query or report on SLA breaches or durations for issues whose SLA endpoint has already been reached unless you have previously configured specific tracking.

To address this limitation, you can use Timepiece - Time in Status for Jira, an advanced reporting app developed by our team at OBSS. This app offers powerful reporting capabilities for Jira Cloud and Data Center users, allowing you to calculate and analyze SLA durations—including historical data.

Here are some key features relevant to your needs:

1. Status Duration Report:
   This report allows you to calculate metrics like Time to Resolution by combining durations across multiple statuses.
2. Duration Between Statuses Report:
   Analyze the time between two specific statuses (e.g., "Open" to "Resolved") to calculate SLA metrics. You can also exclude "pause" statuses for a more precise measurement.

With the Timepiece  reports, you can directly identify tickets resolved in under 5 minutes by setting the relevant statuses and applying filters to the data.

Timepiece - Time in Status for Jira leverages Jira's issue history, so you don’t need to make changes to your existing workflows or start new tracking to get meaningful insights. You can analyze your past issues as soon as you install the app.

Step 1:

Step:2

Feel free to explore Timepiece - Time in Status for Jira or schedule a live demo. Our team would be happy to walk you through the app’s capabilities and answer any questions.

Hope this helps!

[Pablo Gómez Justicia]

Thanks Ayça, I will share this situation with the client for their consideration.

[Hannes Obweger - JXL for Jira]

Hi @Pablo Gómez Justicia

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called smart columns that aren’t natively available, including the time elapsed of your SLAs.

This is how it looks in action:

As you can see above, you can easily sort and filter by your SLA columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your data to Excel or CSV in just two clicks.

Any questions just let me know,

Best,

Hannes

[Rahul_RVS]

Hi @Pablo Gómez Justicia 

If you would be interested in a mktplace app for this use case, you can try out

Time in Status Reports 

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options. You can also group your statuses to define your own resolution times.

For your specific requirement, the app allows to create your own status group to define resolution time, and then within the app itself you can filter the issues with resolution time of greater than "xx" days.

More details here.

Disclaimer : I am part of the app team for this add-on

[Valeriia_Havrylenko_SaaSJet]

Hi @Pablo Gómez Justicia 

You're on the right track with your query, but Jira’s SLA fields behave differently depending on whether the SLA is ongoing, paused, or completed. The issue likely arises because Jira doesn't expose SLA completion times in JQL natively—only elapsed time for active SLAs.

Since JQL does not allow direct filtering of completed SLA durations, try:

PROJECT = SOPINF AND "Time to resolution" <= remaining("5m") AND resolution IS NOT EMPTY

Alternatively, if you’re open to using add-ons, Time Metrics Tracker | Time Between Statuses can be solution for you. If you need an SLA-like report without Jira's limitations, Time Metrics Tracker can provide:

Time Between Statuses Report – Tracks exact time between Issue Created → Resolution Set.
Customizable SLA-like filters – Filter issues that resolved in under 5 minutes.
Visualized Reports & Trends – Helps improve SLA efficiency tracking.

Also you can book a session with our specialist to see add-on in action 🚀

Add-on developed by my by SaaSJet team. 
Hope this helps!

[Anandhi Arumugam _Cprime_]

Hi @Pablo Gómez Justicia Please try the query below.

PROJECT = SOPINF AND "Time to resolution" <= remaining("5m")

Hope this helps!

[Pablo Gómez Justicia]

Thank you for your input, Anandhi, but the solution you mentioned doesn't work either.
After reviewing the documentation on this topic (https://confluence.atlassian.com/servicemanagementserver/using-jql-queries-specific-to-slas-939926424.html), I see that "remaining(5m)" would return the issues with 5 minutes left before breaching the SLA.

I believe, based on the documentation, that elapsed is the correct approach, but I don't understand why it doesn't return the tickets where the SLA is complete. Could this be due to a malfunction, and if so, is there a way to address it?

Regards