Display the actual or elapsed time of SLA's using Automation in JSM Cloud

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Summary

Learn how to calculate and export the elapsed time for SLAs in Jira Service Management when only the remaining time is displayed.

Solution

Configure an automation rule in Jira Service Management to set the Request type

1. Create a Text Field (single line) custom field to store the SLA elapsed time value.

2. Go to your Service project Project Settings > Automation > Create a rule.

3. The Automation rule structure should be as shown below.

  • Trigger - Scheduled.

  • Condition: Advanced compare condition to check Time to first response SLA is not empty.

1 {{issue.Time to first response.completedCycles.elapsedTime.friendly}}
Automation rule setup: compares "Time to first response" with "Empty" and if not equal, adds "Time to first response" to the audit log and edits the corresponding issue field.

  • Action - Edit issue > Select the custom field created from the drop-down to store this value.

1 {{issue.Time to first response.completedCycles.elapsedTime.friendly}}
Automation rule action setup: Sets the "SLA Time to first response Elapsed time" issue field.

4. Save and publish the rule.

Updated on April 28, 2025
Platform
Cloud only
Product
Jira Service Management Cloud
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