Custom fields

Time to SLA (TTS) provides several pre-built custom fields to help you track and manage Service Level Agreements (SLAs) more efficiently in Jira. These fields enable better visibility into SLA performance across your issues, dashboards, and reports.

Automatically created custom fields

These fields are created automatically when you install the Time to SLA app:

• Time to SLA – Displays SLA time remaining or elapsed.

• Overdue – Indicates whether an SLA is overdue.

Manually created custom fields

• SLA Indicator – Displays the current SLA status as a visual icon (for example, green for active, red for breached), helping teams quickly assess SLA health at a glance.

• SLA Dates – Shows specific SLA-related dates such as Start Date, End Date, or Target Date, depending on your configuration. Ideal for tracking SLA milestones in custom reports or dashboards.

• SLA Overview – Presents a summary of all SLA metrics configured for an issue, including start time, deadline, elapsed time, remaining time, and final result. Useful for getting a comprehensive view of SLA performance without needing to open the full SLA Panel.

• SLA Duration – If you have changing SLA durations per issue, you can use this custom field to set the SLA duration dynamically. For more information, refer to this documentation.

SLA Fields actions

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1. Add custom field – Click to add a TTS custom field. Your options are Time to SLA, Overdue Status, SLA Indicator, SLA Overview, Duration Field, and SLA Dates.

2. Cog icon – Click to configure the settings of the custom field from the dropdown menu.

3. Configure – Click to define the SLAs for the chosen custom field.

4. Edit – Click to edit the details of the custom field. You can edit the Field Name and the Description, as seen below:

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5. Display Options – Available for the Time to SLA custom field only.

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6. Translate – Here you can select a language to translate the custom field name and description into. Simply enter the translations into the Field Name and Description boxes.

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7. Screens – Select the screens where you want to display the custom field.

8. Delete – Click to delete the custom field. This action is irreversible.

Step 1: Create an SLA custom field

1. In the top Jira menu, click Time to SLA > SLA fields.

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2. Click the Add custom field dropdown menu.

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3. Select the custom field that you want to add.

Scenario 1: General custom fields

For most custom fields, follow these steps:

1. Enter a Name for the custom field.

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2. Click Save.

Scenario 2: SLA Dates custom field

If adding an SLA Dates custom field, follow these additional steps:

1. Enter a Name for the custom field.

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2. Select the SLA Date Type (SLA Start, SLA End, or SLA Target).

3. Choose the SLA Order (First or Last, if multiple SLAs exist for an issue).

4. Click Save.

Once added, the new custom field will appear in the list.

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Step 2: Add custom field to screens

After creating SLA Indicator, SLA Overview, and SLA Dates custom fields, you must manually add them to the relevant screens to ensure they are visible where needed.

1. Go to SLA Fields.

2. Click the cog icon next to the custom field.

3. Click Screens. The Jira Screens page appears.

4. Select the screens where you want the custom field to appear.

5. Click Update.

How to configure SLAs of a custom field

1. Go to SLA fields.

2. Click the cog icon next to the custom field.

3. Click Configure. The Jira Custom field screen appears.

4. Click Edit including SLAs.

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5. Select the SLAs that you want to display in thee custom field. The options are:

   • All SLAs – Includes all SLAs in the custom field.

   • Selected SLAs – Choose specific SLAs to display.

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6. Click Save.