How do I query or put in a dashboard or filter on tickets with SLA?

[Sherwin Soriano]

How can we implement in JIRA on tickets that have SLAs?

Is this possible?

And if this is possible, how can we extract data on which tickets met the SLA and which did not meet the SLA?

[Danut M _StonikByte_]

Hi @Sherwin Soriano,

You could try using JQL queries like this:

"Time to resolution" = breached() 

"Time to resolution" = completed() 

If you need something more advanced, you could search for a  plugin on Atlassian Marketplace. If you consider this option, our Great Gadgets app offers some gadgets that let you measure the issues by their SLA.

For example, you could use the Control Chart gadget configured with an threshold that represents your SLA. This way you will see the issues that breached SLA in red-color, above the threshold line in real time.

This gadget offers also a Data tab with the cycle duration (in your case will represent the resolution time) for every issue.

See also https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut.

[Ayça Erdem_OBSS_]

Hello @Sherwin Soriano 

There is no built-in SLA feature in regular Jira – SLA metrics like response and resolution time tracking are only available in Jira Service Management.
However, with Timepiece - Time in Status for Jira, developed by our team at OBSS, you can bring SLA-like tracking into any Jira project.

Using the Duration Between Statuses report, you can define custom metrics like Response Time (e.g. from issue creation to "In Progress") and Resolution Time (e.g. from issue creation to "Done") and track them across all issues. This gives you full flexibility to model your own SLA logic based on your Jira workflows.

 Here's how we defined the metrics in the example below:

 Custom  Metrics Setup

To make Duration Between status with custom metrics  breaches more visible, you can use the Highlight feature to define visual rules:

•  Resolution Time ≥ 10 days
•  Resolution Time ≥ 7 days
•  Response Time ≥ 2 days   

 

These highlights help you instantly spot issues that are approaching or exceeding your SLA thresholds.

And yes, you can also apply a Calendar to respect working hours or exclude weekends — which is a key part of SLA accuracy.

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

Hope it helps 

Ayça

[Alina Kurinna _SaaSJet_]

Hi @Sherwin Soriano !

To solve your request, you could try building a custom JQL to work with SLA data — or you can go for a much easier way.
If you're open to using apps from the Atlassian Marketplace, I highly recommend trying SLA Time and Report, developed by my team.

It’s built specifically to meet your needs:

• We offer ready-to-use Met vs. Exceeded SLA charts where you can easily filter and view the issues you need.
  
• Analyze SLA Met or Exceeded statuses by any custom criteria you want: priority, assignee, organization, status, severity, teams, and more.
• You can add SLA gadgets directly to your Jira Dashboard for quick access.
• You can also monitor SLA performance in real time inside the app, using clear visual indicators to track progress and breaches instantly.

The app is also very easy to set up and user-friendly — it only takes a few minutes to configure everything and start tracking effectively!

I hope this helps! Let me know if you have any questions — I'd be happy to assist!

Regards!

[Kai Krause]

Hi ,

you can write JQL to work with SLA 

Write JQL queries for SLAs | Jira Service Management Cloud | Atlassian Support

Something like "Time to resolution" = completed or "Time to resolution" = running will get you all tickets that have this sla and something like  "Time to resolution" = breached() will get you every ticket that has failed the SLA. Not the greatest way but it works. 

BR
Kai