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, including the details about requests performance/status/error code only.

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: 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. For further discussion, please contact support@saasjet.atlassian.net.

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 have set before selecting issues.

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Q: What are the SLA metrics in the grid-table report?

A: We use different formats of time metrics for the SLA reports. The table-grid report can be in Decimal days, hours and minutes (HM) or only Decimal hours.

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: Can I write a custom text for notifications? Why don't I see this function in the SLA configuration menu?

A: Yes, you can, but the Notification Template editor icon shows up only when you select the next Limit Exceeded actions: Notify user in comment or Notify via Slack.

For more information, look at the “Notification Template editor” guide.

Q: How many Shortcodes can I use in the Notification Template Editor, and what should I do if I need another?

A: You can use all Shortcodes in the text as often as you require. If you need other Shortcodes, you should contact us through SaaSJet Support or via email at support@saasjet.atlassian.net.

For more information, look at the “Notification Template editor” guide.

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.

Q: How to calculate a price for the add-on?

A: Here’s a picture that displays how you can calculate the accurate price for a particular number of users. 

Each tier (<10, <100u, etc) has its own price. 

When you calculate a price for a particular amount of users, you need to divide this number so that each part of it regards an exact tier. To calculate the price for your users (if there are more than 100), you need to calculate the price for each tier separately and sum them to get the final price. Look at the precise example in the picture above on how to get the necessary data. 

You can check if you have calculated correctly with the Atlassian calculator on the price page for any application. Just write down the number of users for calculating in the field you can see on a pic below.

If you have additional questions regarding this case, please, contact Atlassian support.