Report generation in SLA Time and Report

SLA Grid Overview

SLA Grid is the main view for generating SLA reports. It displays SLA goals for work items in a table format and allows you to analyze SLA performance directly in Jira or export the data for further reporting.

The grid supports flexible formatting, sorting, and export options to help focus on relevant SLA data.

1. Customization data about SLA timers

SLA Time and Report allows you to customize how SLA timers are displayed and calculated in reports. These settings help you adapt SLA data to your reporting needs and make SLA results easier to read and analyze.

Customization options affect both the SLA Grid view and exported reports.

After proper settings in the SLA Configuration menu, click the “Save” button and go to the report or the main page (by clicking the SLA time and report logo) and the results will be displayed on the grid.

The SLA report contains columns with information about work items:

Type, Key, Summary - are constant;
Assignee, Status, Time to SLA, etc. - can be changed in the "Columns" menu);
a column with SLA Timer data of every work item.

On the SLA timer, you can also monitor how much time is left until the SLA goal will be exceeded. Tickets with exceeded timers have a red color. Before the work item meets the time goals or after it is met a goal - green.

If a work item has more than one SLA goal for the SLA timer, you can see the drop-down button. Click it and get a list with all the SLA timers for one ticket.

Also, you can expand lists of SLA Goals for all work items on your grid.

Hover your mouse over the title of the SLA Config column and view the detailed information about its settings.

You can also view the SLA completion percentage relative to the target date.
Simply click the indicator in the Table View report to open a details pop-up showing:

SLA start and target dates
Completion percentage toward the target date, including elapsed and remaining time
Current SLA status
The calendar type used to calculate SLA time

2. Work items list customization

This section defines which work items and SLA data are included in the SLA Grid and reports.

2.1. Work item list selection

Use work item selection options to define which issues are displayed in the SLA Grid.

You can filter work items by Project, SLA Config, Assignee, JQL, Filter, Label, Reporter, and Sprint.

If a chosen SLA config option selection is only by SLAs, you can select the necessary SLA at the following drop-down menu.

You can also filter the report by the Status of the SLA Timer: All started, In progress, On Pause, Met, Exceeded, Timer not started, etc.

2.2. Date Ranges

Use Date ranges to customize report timeframes.

By clicking the first bar, you have the ability to select 3 types of date ranges:

Created - dates of creating the work items
Updated - dates, when they were updated
Resolved - dates, when the tasks were finished

Then you can choose the period to generate the report. It can be Date ranges (yesterday, last week, this month, etc.) or you can select the custom time duration From date - To date.

2.3. Choose a Time format and Timer Mode

Select the time format of status duration in the "Format" field. You can choose how SLA time is displayed in your table:

Time Format options:

h:m:s
h:m
M
HM (Hours Minutes)
DHM
Decimal Hours
Decimal Days
Business DHM
Business Decimal Days

Timer Mode options:

Remaining/Overdue – shows how much time is left before the SLA goal is reached (default)
Elapsed – shows how much time has already passed since the SLA started

To switch between modes, use the "Format" dropdown and scroll to the "Timer Mode" section.

When you enable the Elapsed mode, it also affects how time is displayed in individual work item views (SLA panels). You’ll see elapsed time instead of remaining time there, too.

This setting is user-specific – meaning the selected mode will only apply to your current view. Other users will continue to see the default Remaining/Overdue mode unless they change it manually.

Hide N/A Goals

To keep the SLA Grid clean and focused on meaningful data, you can hide N/A goals (goals that have not started yet).

The Hide N/A goals option is available in the Display format settings of the SLA Grid. When this option is enabled:

SLA goals with a not-started timer are hidden from the grid
Only started, met, or exceeded goals are displayed
The grid keeps a consistent number of rows, based on the SLA that has the highest number of started goals
The same hide/show logic is applied to Export, ensuring reports match what you see in the grid

Goals with N/A status are displayed below started goals. This ensures active SLA data always appears first and remains easy to analyze.

3. Column Manager

In the Column Manager, you can manage the Work Item Fields and configure SLAs.

Please note:

When using public or shared views, remember that their JQL queries – including project names, keys, or field values – become visible to all users who have access to these views.
Avoid adding sensitive or confidential information. See the Security and Data Handling Policy for more details.

4. Export

All reports in Chart and Table views are available for export. Dive deeply into analysis for better business decisions.

A table report you can export as XLSX or CSV files and chart reports in PNG, JPEG, PDF, or SVG formats.

In the Export configuration window, you can select columns for Export files.

Read more about Export in our documentation — ⁣Export

SLA Chart Reports

Switch to Graph view to generate reports:

Helpful resources & links