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Set up SLA format display

SLAs are displayed in queues as well as in the issue view of a request, allowing you to track the status of an SLA. These include:

Time left on the clock – this is how long you have left to resolve the request until the SLA is breached. The timer will automatically turn yellow, then red when the SLA has been breached. When you hover over each SLA item, a tooltip shows the data towards the SLA goal.

Time to first response and time to resolution – this shows the type of SLA that is being measured and the time for the request to be resolved.

Project admins can choose a format for the tooltips of SLAs to display. The format is effective on both issue view and queue view of a request.

To set a display option for an SLA:

  1. From your service project, go to Project settings > SLAs. All existing SLAs are displayed here.

  2. Select More actions () and Edit from the dropdown.

  3. Select an option under SLA format display.

  4. Select Save.

SLA format display options

Due date centric

This format displays the relative time and date, or the exact date for completed, or breached SLAs. For example, due tomorrow at 10:30 AM.

Time centric

This format displays hours left on the clock. For example, time to resolution within 8h 30m.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.



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