Background

Jira service management allows the setup of the SLA fields which track the performance of the agents and ensure the delivery of service to customers within a predefined time.ARN templates support these SLA fields.

This means you can now automatically generate reports that include the SLA status of your customer tickets. Attend your status meeting with one click report generation. No more manual data entry or tedious spreadsheet updates - just set it up once and let the automation do the rest.

How to use SLA fields in the ARN template?

• Like any other Jira field, you can include SLA fields within JQL sections.

• In the field-level customizations, you can choose between the

  • Due date-centric display

  • Time centric display

  • You can also choose to display the value of SLA fields as text here.

Different statuses of the SLA field

• Based on the SLA status, the value of SLA fields is shown within a lozenge with an icon. The color of the lozenge and icon indicates the SLA status like SLA met, SLA breached, SLA paused etc.

• Refer this table to understand how the value of SLA fields is displayed based on SLA status.

SLA status	Due date centric	Time centric
Action pending but SLA not breached yet	Normal display: Open Display as text : 15/June/23 8:25 AM (SLA due)	Normal display: Open Display as text : 7h 59m (SLA due)
Action pending and SLA breached	Normal display: Display as text : 15/Sept/23 12:25 PM (SLA breached)	Normal display: Display as text : - 18h 11m (SLA breached)
Action pending and SLA paused	Normal display: Display as text : 15/Sep/22 2:41 PM (SLA paused)	Normal display: Display as text : -7,037h 44m (SLA paused)
Action taken and SLA not breached	Normal display: Display as text : 15/Sep/22 2:41 PM (SLA met)	Normal display: Display as text : 3h 59m (SLA met)
Action taken but SLA is breached	Normal display: Display as text : 15/Sep/22 2:41 PM (SLA breached)	Normal display: Display as text : - 18h 11m (SLA breached)