FAQs about SLA Time and Report

Q: Do you store customer data from the customer Atlassian instance?

A: We don’t store any customer data in our infrastructure excluding hashed Atlassian user id and add-on configs. Everything is processed interactively and displayed to end-users. We use application internal logs, but without customer-related data, include only details about requests performance/status/error code.

Q: Is your add-on compatible with Jira Service Desk to count SLA time?

A: The application counts SLA time for issues from Service Desk, but cannot configure it

Q: Do you follow the GDPR (General Data Protection Regulation EU)?

A: All our add-ons, including SLA Time and Report, use Atlassian Jira API to data exchange, which is GDPR compliant natively. So, yes, all our applications and all their versions are GDPR compliant.

Q: We want to provide access to this plugin to a limited set of people within our organization. In this case, will pricing be applicable to the number of Jira accounts in our organization or a limited set of people to whom we want to provide this access?

A: According to Jira pricing, we’re unable to manage the price relative to the number of actual users. Atlassian offers discounts for the annual subscription, so you can pay less in that way.

Q: Why my column "Time to SLA" is still empty, even after SLA creation?

A: If you don't see the SLA time, please check the parameters you set before selecting issues.

Q: How to get time along with creation and update fields?

A: To see time with “Created” and “Updated” date fields, you need to point a mouse cursor on a “Date” field. You’ll get time along with “created” and “updated” fields in a file after exporting.

Q: Can I set SLA for Kanban projects?

A: The app works for Jira Software, Core, and Service Management tickets in general, and, in particular for the Kanban projects as well.

Q: Is it possible to carry plug-in settings from one project into others?

A: While using the filtering by the project you get the issues within the specified project only. It will not carry into others unless specified. If you need to combine several projects, it is better to use the search by SLA configurations or filter.

If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net

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