Time in Status (Forge) for Jira Cloud- Overview
- Response Time SLA
- Resolution Time SLA
- Development Cycle Time
- Time to First Response
- Created to Resolved
- SLA by Customer Tier
- Escalation Tracking
- Waiting Time Tracking
- Tips for building your own recipes
Overview
This page provides ready-to-use configuration recipes for common time-tracking scenarios. Each recipe includes the field type, settings, events, and goals needed to implement the use case.
Response Time SLA
Goal: Track how long it takes to respond to a customer request, with different SLA targets based on priority.
Field type: Timer
Configuration:
| Setting | Value |
|---|---|
| Start Events | STATUS_TO: “Open” or ISSUE_CREATED |
| Stop Events | CREATE_FIRST_PUBLIC_COMMENT |
| Pause Events | STATUS_TO: “Waiting for Customer” |
| Calendar | Business Hours (e.g., Mon-Fri 9:00-18:00) |
| Display Mode | LEFT_TIME_AND_FAILED_DATE_ICON |
Goals (JQL-based):
| Priority | JQL | Goal |
|---|---|---|
| Highest | priority = Highest |
1h |
| High | priority = High |
4h |
| Medium | priority = Medium |
8h |
| Default | - | 24h |
How it works: The timer starts when the issue is created and counts down toward the priority-based goal. When a public comment is posted, the timer stops. If the response takes longer than the goal, the issue is marked as Failed.
JQL to find breached SLAs:
"Response SLA[StateValue]" = "Failed"
Resolution Time SLA
Goal: Track total time from issue creation to resolution, with SLA targets.
Field type: Timer
Configuration:
| Setting | Value |
|---|---|
| Start Events | ISSUE_CREATED |
| Stop Events | RESOLUTION_SET |
| Restart Events | RESOLUTION_REMOVED |
| Pause Events | STATUS_TO: “Waiting for Customer” |
| Calendar | Business Hours |
| Display Mode | TIME_SPENT_AND_GOAL_TIME_ICON |
| Allow Restart from Any State | On |
Goals:
| Priority | JQL | Goal |
|---|---|---|
| Highest | priority = Highest |
4h |
| High | priority = High |
1d |
| Default | - | 3d |
How it works: Starts at issue creation, pauses when waiting for the customer, stops when resolved. If the resolution is removed (issue reopened), the timer restarts. Goals vary by priority.
Development Cycle Time
Goal: Measure how long issues spend in active development (from “In Progress” to “Done”).
Field type: Stopwatch
Configuration:
| Setting | Value |
|---|---|
| Start Events | STATUS_CATEGORY_TO: “In Progress” |
| Stop Events | STATUS_CATEGORY_TO: “Done” |
| Pause Events | STATUS_TO: “Blocked”, STATUS_TO: “In Review” |
| Calculate Type | ALL_STARTS |
| Calendar | Business Hours |
| Display Mode | TIME_SPENT_ICON |
How it works: The stopwatch starts when the issue enters any “In Progress” category status and stops when it reaches “Done.” Time spent in “Blocked” or “In Review” is excluded via pause events.
JQL to find slow issues:
"Cycle Time[TimeInHoursValue]" > 40 AND "Cycle Time[StateValue]" = "Stopped"
Time to First Response
Goal: Track how long until someone first responds to an issue (any comment).
Field type: Stopwatch
Configuration:
| Setting | Value |
|---|---|
| Start Events | ISSUE_CREATED |
| Stop Events | FIRST_COMMENT |
| Calculate Type | ONLY_FIRST_START |
| Calendar | Business Hours |
| Display Mode | TIME_SPENT |
How it works: Starts when the issue is created, stops at the first comment. Uses ONLY_FIRST_START to ensure the value is fixed after the first response.
Created to Resolved
Goal: Show total elapsed time from issue creation to resolution.
Field type: Time Between Dates
Configuration:
| Setting | Value |
|---|---|
| Start Field | Created (system field) |
| End Field | Resolved (system field) |
| Calendar | Business Hours (or 24x7 for total elapsed time) |
| Display Mode | TIME_SPENT |
| Use Absolute Value | On |
How it works: Calculates working time between the Created and Resolved dates. If the issue is not yet resolved, the field shows time from creation until now (if currentDateTime is used as end field).
SLA by Customer Tier
Goal: Apply different SLA calendars based on a customer’s support tier (e.g., Gold customers get 24x7 support, Silver gets business hours).
Setup:
- Create calendars:
- “Gold - 24x7” (every hour counts)
- “Silver - Business Hours” (Mon-Fri 9:00-18:00)
- “Bronze - Extended Hours” (Mon-Fri 8:00-20:00)
- Create a Calendar Select field called “SLA Calendar”
- Available calendars: Gold, Silver, Bronze
- Default: Silver
- Create a Timer field “SLA Timer”
- Calendar Field: “SLA Calendar”
- Start/Stop/Pause events as needed
- Default goal:
8h
How it works: When an agent sets the Calendar Select field to “Gold - 24x7” on a VIP customer’s issue, the timer uses 24x7 hours for calculation. Regular issues use the default “Silver” calendar.
See Calendar Select field for setup details.
Escalation Tracking
Goal: Track time since an issue was escalated (priority increased to Highest), and restart tracking on each new escalation.
Setup:
- Create a Custom Event named “Escalated to Highest”:
- Field: Priority
- Action: CHANGE_TO
- Value To: Highest
- Create a Stopwatch field “Escalation Time”:
- Start Events: CUSTOM_EVENT (select “Escalated to Highest”)
- Stop Events: RESOLUTION_SET
- Restart Events: CUSTOM_EVENT (select “Escalated to Highest”)
- Allow Restart from Any State: On
- Calculate Type: ONLY_LAST_START
- Calendar: 24x7
How it works: Each time the priority is changed to Highest, the stopwatch restarts and tracks time from the latest escalation. Uses ONLY_LAST_START to show time since the most recent escalation, not cumulative time.
See Custom Events for setup details.
Waiting Time Tracking
Goal: Track total time an issue spends waiting for a customer response.
Field type: Stopwatch
Configuration:
| Setting | Value |
|---|---|
| Start Events | STATUS_TO: “Waiting for Customer” |
| Stop Events | STATUS_FROM: “Waiting for Customer” |
| Calculate Type | ALL_STARTS |
| Calendar | 24x7 (waiting time counts 24/7) |
| Display Mode | TIME_SPENT |
How it works: Every time the issue moves to “Waiting for Customer,” the stopwatch starts. When it leaves that status, the stopwatch stops. ALL_STARTS accumulates time across all waiting periods.
Tips for building your own recipes
- Start simple: begin with a single start and stop event. Add pause and restart events only when needed.
- Test with one issue: configure the field, run recalculation for a single issue, and verify the result before rolling out to all projects.
- Use the Activity panel: the Activity panel R2 (Transition History) report shows exactly what changelog events happened on an issue - useful for verifying that your triggers match.
- Calendar choice matters: use a business-hours calendar when you want to exclude non-working time. Use 24x7 when total elapsed time matters (e.g., customer waiting time).
- Combine fields: you can have multiple time-tracking fields on the same issue. For example, one timer for Response SLA and another for Resolution SLA.
