Suitable SLA plugin

[Mar Tareno]

I'm planning to purchase a SLA plugins, Can anyone suggest what plugin suitable for my requirement.

1, SLA that can track per statuses transition
2, Can reset the SLA depends on condition
3, Can show and extract the how many DAYS SLA  run per ticket (per Statuses)


PS. Can do this without using automation rules, I needed highly customizable plugins.

[Marc - Devoteam]

Hi @Mar Tareno 

Welcome to the community.

There are a multiple options on the marketplace.

Best suggestion and best practice is to go over them, see if there are options that fit your companies security, data and privacy guidelines and then try those that fit.

You can trail an app for 30 days for free

[Alina Kurinna _SaaSJet_]

Hi @Mar Tareno 

I’d recommend trying the SLA Time and Report app, developed by our team. It offers powerful functionality tailored exactly for scenarios like yours:

Status Transition Tracking (Start / Pause / Stop by Status):
You can configure your SLA with Start, Pause, and Stop conditions based on specific issue statuses (and other fields). So yes - it accurately tracks SLA time for every status transition.

Reset SLA Based on Conditions:
The app includes a Reset SLA feature that automatically restarts the SLA timer when certain conditions are met, for example, a priority change or status update.

Detailed SLA Duration Reporting:
You can extract and display how much time was spent under SLA for each ticket, even broken down by status or other custom categories. Reporting is comprehensive, and you can easily export or analyze SLA time per ticket and per goal.

If you have any questions, feel free to reach out. I’ll be happy to help.
You can also book a 1:1 live demo with our Product Manager, who can walk you through the setup and show how it works for your use case.

[Matteo Vecchiato]

Hi @Mar Tareno ,

Welcome to Atlassian community and thank you for your question.

There is an out-of-the-box sla feature in JSM, but doesn't cover the possibility to force the reset of SLA.

I would recomend to evaluate "time to sla" : https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=cloud&tab=overview one of apps more used for this kind of purpose (I'm not part of Appfire team).

Kind regards