Recalculate SLA for Closed Tickets

[Ronald Lam]

Hi All

We've setup SLA - Time to Resolution  a few months after we started using JIRA service management.

Unfortunately some of the old tickets do not have SLA Time to Resolution populated on the ticket

That field is missing

Does anyone know how to calculate SLA for old and closed tickets?

[Walter Buggenhout]

Hi @Ronald Lam,

No, unfortunately not. While there are a few open feature requests to allow for this (JSDCLOUD-12129 and JSDCLOUD-676) SLA is only recalculated for open tickets.

Hope this clarifies!

[Alina Kurinna _SaaSJet_]

Hi @Ronald Lam 

If you’ve configured your SLA (Time to Resolution) after tickets were already created or closed, Jira doesn't retroactively apply SLAs to past issues, which is why you’re not seeing SLA data on those tickets.

To solve this, I recommend trying SLA Time and Report, an app developed by my team. It allows you to recalculate SLA values even for closed tickets.

With this app, you can:

✅ Use the “Reset SLA” feature to apply SLA logic to older issues

✅ Configure SLA goals and conditions + run recalculation

✅ Include resolved/closed issues in your SLA reports

✅ Track and analyze SLA compliance across your full ticket history

Let me know if you'd like help setting it up. I'd be happy to assist! 😊

[Ronald Lam]

I tried using this app and configured the SLA and the condition.

However for the month of June there is at least 100 JIRA tickets but the dashboard is showing 10 tickets and they are all subtasks.

There's been some configurations to get JIRA running . I've gotten rid of subtasks on tickets now.

So I don't understand how to get rid of sub tasks?

If i used the default filter function I'm getting all the tickets but using the app I'm getting 8 sub tasks and not tickets?

[Ronald Lam]

I tested this app after configuring the SLA and conditions. However, for June, there are at least 100 JIRA tickets, but the dashboard only displays 8—all of which are subtasks.

Some initial setup was done to get JIRA working, and I’ve since disabled subtasks on tickets. Despite this, I’m unsure how to completely exclude subtasks from the results

When I use the default filter, I see all the tickets correctly. But with this app, it only shows 8 subtasks instead of the main tickets.

[Ronald Lam]

Here are two different views

The SLA time and Report is showing 8 sub tasks for the month of June while the built in filter for JIRA is showing all the tickets for June

[Alina Kurinna _SaaSJet_]

Hi @Ronald Lam , thanks for the updates and for testing things so thoroughly!

From what you’ve described, it sounds like the issue might be due to the ticket type selected during your SLA setup. It’s possible that the SLA configuration is currently targeting sub-tasks only, that’s why you’re only seeing them in the dashboard instead of the main issues.

To help troubleshoot this properly, could you please share a screenshot of your SLA configuration? This will allow me to pass the details to our team and help identify what’s filtering out the main tickets.

Once we see that, we can guide you on how to adjust the setup to ensure only parent tasks are shown in the report.

Appreciate your patience. We’re happy to help get this sorted!

[Rahul_RVS]

Hi @Ronald Lam 

You can use Jira Rest API's to pull historical data and build your own custom solution.

Or If you would be interested in a mktplace app for this requirement, you can try out

Time in Status Reports 

The app allows you to group your statuses and define your own resolution times.

More details here.

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

[Tuncay Senturk _Snapbytes_]

Hi @Ronald Lam 

Take a look at this article by Atlassian; it outlines the steps to recalculate SLA data by calling a REST function. (rest/servicedesk/1/servicedesk/sla/admin/task/destructive/reconstruct?force=true)

[Ayça Erdem_OBSS_]

Hello @Ronald Lam 

When you configure an SLA like "Time to Resolution," Jira will only calculate that metric for issues that are still within the SLA timeline at the time of configuration. Tickets that were already closed before the SLA was added will not have this field populated.

If you want to measure SLA metrics (such as resolution time) for old and already closed issues, you’ll need to analyze their issue history. While this is possible to do manually, it's significantly easier and more accurate to use a third-party solution.

If you're open to using a third-party app, I can recommend Timepiece - Time in Status for Jira, developed by our team at OBSS. It’s available for both Jira Cloud and Data Center.

With Status Duration Report, you can calculate metrics like:

• Resolution Time (total time spent before reaching “Done” or “Resolved”),

• Response Time (time to first non-creation status),

• Cycle Time, Lead Time, Issue Age, and more.

Alternatively, Duration Between Statuses Report allows you to define a specific start and end status pair (e.g., “Waiting for Support” → “Resolved”), and even exclude time spent in “pause” statuses like “Waiting for Customer.”

The app uses existing Jira issue history data, meaning you can generate reports for tickets that were closed months or even years ago no changes to your workflow are required.

You can group, filter, sort, and export this data as needed. Reports can also be viewed in dashboards, issue view tabs, or extracted via REST API.

If you'd like to explore this further, feel free to check out Timepiece on the Atlassian Marketplace.

Hope it helps!

Ayça