• jql  - a ServiceClarity JQL filter to find the JIRA issues of interest

  • sla  - the name of the JIRA ServiceDesk SLA


  • The average elapsed SLA time in seconds of JIRA ServiceDesk issues returned by the JQL query

The Elapsed SLA Time collector is specific to JIRA ServiceDesk and requires that your JIRA Cloud account or JIRA Server instance is configured with at least one SLA. This collector will calculate the average elapsed SLA time of all JIRA issues returned from the JQL query. This could be used to calculate the average time of issues that have been resolved, to give an average response time KPI or an average resolution time KPI.

To configure an Elapsed SLA Time collector you need to specify the JQL and the name of the SLA, for example an average resolution time collector could be configured as:

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