Introducing SLA Time Management – The new way to handle SLAs in Jira & JSM

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We’re excited to announce the launch of SLA Time Management, our all-new app built on Atlassian Forge designed to simplify how you set up, monitor, and manage SLAs in both Jira and Jira Service Management (JSM).

What does SLA Time Management do?

SLA Time Management centralizes your SLA configurations across multiple projects. Instead of managing SLAs separately for each project, you can:

• Configure once, use everywhere: Easily set up your SLA rules and apply them to various projects in Jira and Jira Service Management.

• Customize on your terms: Define flexible start, stop, and pause conditions that match your team’s actual workflow.

• Import holidays from ISO database: Forget the hassle of manually configuring non-working days. Our app lets you import holidays directly from ISO standards. You don’t have to do much and your calendars automatically reflect the correct working days for each region.

• SLA recalculation: Easily update and recalculate SLAs not just for new and active issues, but also for closed issues after any changes, ensuring your data stays accurate over time.

This means less time spent on tedious setup and more time focusing on solving your team’s challenges.

Real-time insights and transparency

Keep your teams and customers in the loop with real-time SLA tracking:

• Interactive SLA panels in the issue view: Both agents and end users can see live progress bars, remaining time, target dates, and other key metrics directly on the issue—regardless of license—boosting transparency and enabling seamless cross‑team collaboration.

• Customer Portal integration: Allow customers to view SLA status right from their portal (or in the My Requests Extension app)—no more uncertainty about ticket progress.

This leads to less back-and-forth communication, better prioritization, and ultimately higher customer satisfaction.

Advanced tracking features

Goal-free SLA tracking

Not every process has a defined SLA goal. With SLA Time Management, you can analyze where your team loses time by tracking how long issues remain in various statuses—even without a preset SLA target.

That way, you identify bottlenecks and optimize workflows without being constrained by mandatory targets.

Built for global teams and simplified experience

Designed to work with both Jira and JSM, our app offers:

• Unified interface: A straightforward, intuitive design that works for everyone, from support agents to managers.
• Security and reliability: Developed on Atlassian Forge, it delivers the security, scalability, and performance you need without added complexity.

This means you get a solution that is easy to adopt and that scales with your global operations—all at an attractive price point.

Who will benefit? Use cases for every team

• Jira Admins: Seamlessly configure and manage SLAs across multiple projects with centralized control, making sure the system is always aligned with real-world requirements. Use JQL to narrow the scope of issues when setting goals—specifying exactly which issues are included without applying the goal to every remaining issue. Create multiple goals and set up flexible conditions based on Jira fields using AND/OR operators. Plus, decide whether to display the SLA on the Customer Portal.
• Project Managers: Keep track of SLA performance across projects and adjust your strategies based on real data (use Jira Issue Navigator or Queues for Jira & JSM app for the best results).
• Service Desk Managers: Use the app together with the Queues for Jira & JSM to prioritize work effectively by monitoring which tickets are close to breaching SLAs.
• Customer Support Specialists: Get clear visuals of SLA progress so you know exactly when a ticket needs attention. Enjoy less back-and-forth communication with clients thanks to displaying SLAs on the Customer Portal.
• Your Clients: Display SLAs on the Customer Portal, so your clients always know what to expect from you and when.

Join the conversation

As part of the Atlassian Community, we’re eager to hear your thoughts and experiences.

• Have you faced challenges with SLA management in Jira or JSM?
• What features would make your SLA processes more effective?

Share your insights and questions below.

Ready to experience it?

We invite you to try out the app for yourself - free of charge.

You have a 30 day free trial to set it up, create your own workflows, and really see how it would help you with your service delivery challenges. You can download the app from the Atlassian Marketplace.