How does the clockwork for JIRA cloud requests? Whenever a request is received how can we check if t

[Priyanka Khare]

How does the clockwork for JIRA cloud requests? Whenever a request is received how can we check if the SLA has been met or not using JIRA cloud? Is there any functionality present in JIRA cloud by default or we need a plugin?

[Earl McCutcheon]

Hi Priyanka,

The Time tracking clock is the SLA feature in a Service Desk project, and you can define various conditions for starting stopping and pausing the clock depending on the defined settings and set a time metric goal based on the issues that the rules will apply to via a JQL filter.

The Default setting will have a time to resolution SLA metric configured that will Start counting whenever an issue is created or the resolution of an issue is cleared (i.e. an issue was re-opened) Then the SLA will stop when a resolution is set on the issue, with a 1 hour Goal for highest priority and all remaining issues at 4 hours like this:

You can configure the existing metric or add in additional metrics as needed.  The full details on the feature and the available settings can be seen in the documentation for "Setting up SLAs" with additional tips on configurations in the blog post "3 tips to set, measure and report on SLAs"

Regards,
Earl