Can I work with SLA ?

[Rafaela Orlando]

I'm using Jira Software at work with support teams.
They desire to use SLA. Its possible?

[Mikael Sandberg · Accepted solution]

It is possible, but it would require an app in order to do it. There are a couple of apps in the Marketplace that can do this, our engineering teams have been using Time to SLA for a while now and they are pretty happy with it.

[Dave Mathijs · Accepted solution]

SLAs are a Jira Service Management feature.

There is a third-party app available though: SLA Powerbox

[Robert Dzido _Almarise_]

SLA PowerBox for Cloud is much simpler than on-premises version, but it's free of charge and shall be enough for simple SLA Tracking (e.g. based on issues' priorities).

[Danut M _StonikByte_ · Accepted solution]

Hi @Rafaela Orlando,

How do you expect to "work with SLA", more exactly? 

By using our Great Gadgets app, you can track the SLA as time between workflow states. For example, as time between "issue creation" and the moment when it reached the "done status category" (e.g. Done, Resolved, Closed). No Jira Service Management is needed, Jira Software is just fine.

For example, with Control Chart gadget you can see the issues, by their SLA. The chart displays the average SLA as well as the rolling average. You can also set a threshold that represents the SLA and easily identify which issues broke the SLA.

With the Histogram Chart gadget you can see the SLA distribution and see how many issues broke the SLA. 

With Cycle Time Trend gadget you can track the SLA or your team along the time and see the trend. 

And these gadgets offer also a Data tab with a detailed report about the issues and their SLA, which you can easily export in CSV. 

This app offers many other gadgets that you will find useful. Just have a look over the articles from our blog to see how many things you can track with this app. 

I hope this helps.

Danut.