How to create SLA in JIRA?

[Sherwin Soriano]

Is this possible? or is this possible for JIRA Service Management to JIRA?

[Piyush Annadate _ACE Pune_]

Hello @Sherwin Soriano Applying SLAs to development projects often misses the mark—developers aren't operating in a support framework with predefined response times. While it's technically possible to assign SLAs to dev teams, it clashes with the principles of Agile, where flexibility, iteration, and collaboration take priority over rigid timelines and metrics.

If still you want to have SLA - You can create few time fields, that would have an update based on transition or update by reporter; can create such automations; still that won't be an LIVE (unless you've Scriptrunner plugin (Ex)).

Few plugins does exists to have SLA option https://marketplace.atlassian.com/apps/1211843/time-to-sla?tab=overview&hosting=cloud

[Alina Kurinna _SaaSJet_]

Hi @Sherwin Soriano !

If you're looking for an easier and more flexible way to set up, monitor, and track SLAs in Jira, I recommend trying our Marketplace app — SLA Time and Report, developed by my team.

With this app, you can:

1. Easily create SLAs with custom start, pause, and stop conditions
2. Monitor SLA performance in real-time using the SLA Grid
3. Track SLA timers directly on the issue view
4. Build detailed reports and add SLA gadgets to your Jira Dashboard
5. Customize working calendars and time zones per team

Also, I’ve written some articles that might be really helpful for you as you work on improving your SLA setup:

• Top 10 essential SLA rules that save your service
• 3 tools to track SLA in Jira
• Best practices to improve SLA Performance in Jira automation

Feel free to check them out — and if you have any questions, I’m here and happy to help!

Regards!

[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

[ELFAPP Technologies]

Hi @Sherwin Soriano 

Using an SLA in Jira is unsupported, as that's a Jira Service Management feature. However, nothing stops you from creating a cross-collaboration project that interacts with each other. Project A is a JSM project, and Project B is a Jira project. If Project B has a work item that moves to status "In progress", do something in Project A for a similar ticket and move the status to "some status name"; thus, the SLA runs there. You can use Jira automations to perform slight changes between each project. You can even go further to get the SLA timing from project A into a custom field to Project B.

Depending on what you're trying to achieve, with the above setup, you can get an idea of what's happening across the projects.