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SLA Manager docs

SLA Manager

SLA Manager is a Forge app for Jira Cloud and Jira Service Management teams that need independent SLA tracking, issue-level SLA visibility, and exportable SLA values for reporting.

The app is designed to run inside Atlassian Forge. SLA configuration and calculated app data are stored in Atlassian services.

Requirements

  • A Jira Cloud site.
  • Permission to install Marketplace apps.
  • Project access to the Jira projects where SLA tracking will be enabled.
  • Jira permissions to browse issues and read project metadata.

Installation

  1. Install SLA Manager from Atlassian Marketplace.
  2. Select the Jira Cloud site.
  3. Review and approve the requested Jira and Forge scopes.
  4. Open the target Jira project and select SLA Manager in the project sidebar.

Enable project

Open the SLA Manager project page and enable the app for the current project. Once enabled, SLA panels and issue context entries become available for matching issues.

SLA rules

An SLA rule defines when a timer starts, pauses, resumes, stops, and breaches. Typical rules include response time, resolution time, waiting for customer, or internal handoff targets.

  • Name: the SLA label shown to users.
  • Target: the duration before the SLA breaches.
  • Start condition: the issue state that begins tracking.
  • Pause condition: the issue state that temporarily stops counting.
  • Stop condition: the issue state that completes the SLA.

Calculation and refresh

SLA Manager recalculates SLA state from Jira issue data and stores snapshots for display. Scheduled refreshes keep values current, and users can refresh issue-level SLA information when needed.

Export fields

SLA Manager creates read-only Jira custom fields so teams can search, export, dashboard, and report on app-calculated SLA data without manually copying values.

SLA Export - SummaryHuman-readable summary of the independent SLAs calculated by the app.
SLA Export - Next due dateThe next active or breached due date among the issue's app SLAs.
SLA Export - Overall statusConsolidated status for the issue, such as running, met, breached, completed, or outside business hours.
SLA Export - BreachedList of independent SLAs that are currently breached.
SLA 01-10 - Time spentTime consumed by each configured SLA slot, exposed for export and reporting.
SLA 01-10 - Breached timeBreached duration for each configured SLA slot, when applicable.

These fields are generated by the app and are read-only. Users should configure SLA rules inside SLA Manager instead of editing field values directly.

Permissions

The app uses Jira and Forge permissions only for app functionality: reading Jira work, writing app-managed issue properties, managing app configuration, and storing app configuration in Forge storage.

Troubleshooting

No SLA appears on an issue

  • Confirm SLA Manager is enabled for the project.
  • Confirm the issue matches at least one SLA rule.
  • Refresh the issue panel after changing project settings.

Export fields are empty

  • Confirm the app installation was upgraded after approving scopes.
  • Wait for the next scheduled refresh or refresh the issue manually.
  • Confirm the user can browse the issue.

Security and data handling

  • Runs on Atlassian Forge.
  • Stores app configuration and SLA snapshots in Atlassian services.
  • Does not require customers to provide personal access tokens, passwords, or shared secrets.
  • Does not expose public REST APIs for third-party integrations.
  • Does not use external analytics, advertising, or third-party processing services for app functionality.

Support

Contact [email protected]. Security reports: [email protected].