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In Jira Service Desk, you use Service Level Agreements (SLAs) configured by your administrator to help you track how well you're meeting customer expectations (e.g. responding to a request within 4 hours). You can use the Time tracking feature in addition to SLAs to generate a workload report when you're working on a customer request with other agents, or when you need to track time spent fixing a problem that affects multiple customer requests.

Jira admins can enable or disable time tracking for their entire Jira site. They can also control who has permission to log time. If you don’t see the time tracking field in your project, contact your Jira admin for help. Read more about configuring time tracking.

Here's how time tracking appears on an issue:

  • The Estimated field displays the amount of time originally anticipated to resolve the issue
  • The Remaining field displays the amount of time currently anticipated to resolve the issue 
  • The Logged field displays the amount of time logged working on the issue so far
  • Choosing to include subtasks displays the aggregated time of an issue and all its subtasks

When you log time for the first time, the time spent is subtracted from the original estimate, and the resulting value is shown in the remaining estimate. When you log subsequent time, any time spent is subtracted from the remaining estimate.


Before you begin

Make sure that your Jira admin has enabled time tracking, and that you have the Work on Issues, Delete Work Logs, and Edit Work Logs project permissions. Anyone with the Browse Project permission can view time tracking info on an issue.

Set an original time estimate for an issue

Before you start work on an issue, you can set an original time estimate to calculate how long you believe it'll take to resolve it.

  1. Select the issue and choose the Original estimate field
  2. Enter the amount of time you believe it'll take to complete work on the issue

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Tips:

  • You can specify additional time units after a time value 'X', such as Xw, Xd, Xh, or Xm, to represent weeks (w), days (d), hours (h), and minutes (m), respectively. If you type a number without specifying a time unit—you type "2" instead of "2h"—the default time unit that your Jira admin has specified will apply.
  • Default conversion rates are 1w = 5d and 1d = 8h.

Log time on an issue

Once you've started to work on a specific issue, log time to keep a record of it. That'll let you to your original estimate with how long it actually took to resolve the issue.

  1. Open the issue and select ••• > Log work (or click on the time tracking field)
  2. Fill in the Log time fields and select Save


Edit a time log entry

You can can edit your own time log entries if you've been granted the edit own work logs permission. You can also edit other people's time log entries if you've been granted the Edit All Work Logs permission.

  1. Open an issue, choose Comments, then choose Work log.
  2. Find the time log entry and choose Edit.
  3. Complete any relevant fields and choose Save.

Delete a time log entry

You can delete your own time log entries if you have been granted the Delete Own Work Logs permission. You can also delete other people's time log entries if you've been granted the Delete All Work Logs permission.

  1. Open an issue, choose Comments, then choose Work log.
  2. Find the time log entry and choose Delete.

You'll be asked whether you'd like to adjust the remaining time estimate. If you choose to adjust it, you can let Jira automatically adjust the time remaining by adding back the deleted time, or set it to another time manually.


The below doesn't apply to the new issue view. Click the issue key to open the full-page view to perform these actions.

Customized Jira sites

Jira applications can be customized by your Jira administrator by adding the log time and time tracking fields to the customized screens. This way, you can log time and specify time estimates on the same Jira screen when performing any Jira operation, like editing, creating an issue, or transitioning an issue to another status.

To work or specify time estimates on the same Jira screen:

  1. Navigate to the issue and view its details.
  2. Perform the customized Jira operation that allows you to log time and specify time estimates on the same Jira screen. For example, assuming that your Jira admin has added the time tracking fields to the Resolve Issue Screen and this screen also retains the default Log time fields, select Workflow > Resolve Issue at the top of the issue.


If your Jira admin has configured the Log time fields as optional, you can choose whether or not to log time by checking the Log time checkbox.

If your Jira administrator has made logging time mandatory, you won't see the Log time checkbox. You'll instead need to log time when transitioning an issue.