Open SLA Pulse for Jira in your Jira project sidebar
Select your project and go to Settings to configure SLA rules
See SLA Pulse for Jira in action — real-time SLA monitoring
Full Product Demo - All Features
See how all features work together in SLA Pulse for Jira
What permissions does SLA Pulse for Jira need?
SLA Pulse for Jira requests the following Jira scopes:
read:jira-work — read issue data (status, priority, timestamps, assignee)
read:jira-user — read user profiles and group membership
read:servicedesk-request — read Service Desk requests (if applicable)
storage:app — store your configuration (SLA rules, webhook URLs)
These permissions are required for the app to function. SLA Pulse for Jira does not access issue descriptions, comments, or other Atlassian products.
Can I use SLA Pulse for Jira with multiple projects?
Currently, SLA Pulse for Jira monitors one project per Jira Cloud instance. Multi-project monitoring is on the v2.0 roadmap.
Workaround: If you need to monitor multiple projects, you'll need to install the app separately for each project.
How long is the free trial?
Free 30-day trial, then tiered pricing starting at $19/month. You can cancel anytime.
SLA Configuration
How do I set up SLA rules?
Go to Settings tab (Jira admin access required)
Under SLA Rules, you'll see priority levels: Highest, High, Medium, Low, Lowest
Click on the hours for each priority to edit
Set your team's SLA hours (e.g., Highest = 4 hours, High = 8 hours, etc.)
Click Save SLA Rules
Rules apply immediately to all issues.
Can I set different SLA rules per project?
Currently, SLA rules are global per Jira Cloud instance. If you need project-specific rules, this feature is planned for v2.0.
Workaround: Use priority-based rules as a proxy. If Project A always prioritizes differently, have your team adjust priority assignments.
Can I have different SLA rules for Service Desk vs. regular issues?
Not yet. All SLA calculations use the same rules regardless of issue type. This is on the roadmap.
What happens if I change SLA rules mid-project?
New rules apply immediately to all issues going forward. Issues that were already created use the rules in effect when they were created (for consistency).
Health Score & Metrics
How is the Executive Health Score calculated?
The score (0–100) blends five factors:
SLA Compliance % (40% weight) — % of issues that met their SLA
Risk % (20% weight) — % of issues currently at risk of breach
MTTR (15% weight) — mean time to resolution (lower is better)
Reopen Rate (15% weight) — % of closed issues that were reopened (lower is better)
Workload (10% weight) — average open issues per team member (lower is better)
Grade scale:
90–100: A
80–89: B
70–79: C
60–69: D
0–59: F
What does "Moderate" mean in the metrics?
Moderate = the issue is within 75% of its SLA time but hasn't breached yet. It's on track, but monitor it.
Example: if an issue has a 24-hour SLA, "Moderate" means it has between 6–24 hours remaining.
Why is my compliance % different from the Overview card and the trend chart?
They should match. If they don't, refresh the page. If the discrepancy persists, email [email protected].
Group Filtering
What is "SLA Health by Group"?
It shows SLA compliance metrics for each Jira group (team). You can filter the Overview dashboard by group to see one team's health in isolation.
How do I add users to Jira groups?
In Jira, go to Settings → User Management → Groups and add users. SLA Pulse for Jira detects group membership and automatically surfaces the groups in the Overview tab.
What if a user is in multiple Jira groups?
SLA Pulse for Jira assigns each user to their first group alphabetically. This ensures consistent, deterministic reporting.
Example: if Jane is in both "dev-team" and "qa-team", her issues count toward "dev-team" only.
Slack Integration
How do I connect Slack?
In Slack, create a Slack app (or use an existing one)
Under Incoming Webhooks, create a new webhook for a channel (e.g., #sla-alerts)
Copy the webhook URL
In SLA Pulse for Jira Settings, go to Slack Integration
Paste the URL and click Test Connection
If the test succeeds (green checkmark), enable Alerts and Daily Digest
What gets sent to Slack?
Breach alerts: When an issue breaches its SLA (real-time)
Near-breach alerts: When an issue enters "At Risk" (within 25% of SLA time)
Daily digest: Each morning, a summary of the previous day's SLA performance
Messages include issue key, priority, and breach status only — no sensitive comment data.
Can I customize Slack messages?
Not yet. Messages are formatted automatically. Custom message templates are on the v2.0 roadmap.
What if my Slack webhook stops working?
Slack may deactivate webhooks if they're unused for 30 days. If alerts stop, go to Settings, click Test Connection, and regenerate the webhook if needed.
Can I send alerts to multiple Slack channels?
Currently, one webhook per SLA Pulse for Jira instance. To alert multiple channels, you can set up a Slack workflow to re-post messages from the primary channel.
Reports & Exports
How do I export SLA data?
Go to Reports tab
Scroll to the bottom
Click CSV Export (for Excel/analytics) or PDF Export (for presentations)
The file downloads immediately
What's included in the CSV export?
Issue key, summary, status, priority, assignee
SLA status (Met / Moderate / At Risk / Breached)
Time remaining (or time elapsed if breached)
Priority level
One row per issue
What's included in the PDF export?
Executive summary with health score and key metrics
Priority breakdown chart
SLA compliance trend (7-day)
Top breached issues
Root-cause diagnosis
Assignee performance table
Can I schedule automated exports to email?
Not yet. Export manually and email the PDF. Scheduled reports are planned for v2.0.
Troubleshooting
The dashboard shows "No data" or very low numbers. Why?
Did you set SLA rules? Go to Settings and configure SLA hours per priority. Without rules, no analysis runs.
Do you have issues in your project? If the project has 0 issues, there's nothing to monitor.
Are you looking at the right project? Check the project selector at the top of SLA Pulse for Jira.
The Slack test shows an error. What do I do?
Common errors:
"Invalid webhook URL" → Check that you copied the full URL from Slack (should start with https://hooks.slack.com/)
"Channel not found" → Make sure the webhook points to a channel that exists and you have permission to post to
"Unauthorized" → Check that the webhook is still active in Slack (webhooks can expire if unused for 30 days)
Try Test Connection again after fixing the URL.
Why aren't my changes saving in Settings?
Are you a Jira admin? Only admins can edit SLA rules and Slack settings. If you see a "Read-only view" banner, you don't have permission.
Are you clicking Save? Changes don't persist until you click the Save button.
Is there a red error message? Read the message — it may explain what went wrong.
The group dropdown is empty. Why?
SLA Health by Group only shows groups that have at least one user with an assigned ticket. If your groups exist but don't appear:
Make sure users in the group have open or closed issues assigned to them
Refresh the page
Check that users are actually added to the Jira group (Settings → User Management → Groups)
Metrics aren't updating. The data looks stale.
Refresh the page (Ctrl+R or Cmd+R)
Wait a few seconds if you just made a change in Jira (SLA Pulse for Jira updates in real time, but may take a few seconds to reflect)
Check if there's a browser console error (F12, Console tab)
If issues persist, email [email protected] with your project key and browser details.
Account & Billing
How do I upgrade after my free trial ends?
Nothing — billing begins automatically on day 31 of your trial. Charges are billed to your Atlassian account monthly.
How do I cancel my subscription?
Go to your Atlassian Marketplace account
Find SLA Pulse for Jira under "Installed apps"
Click Manage or Uninstall
Follow the prompts
Cancellation takes effect at the end of your current billing cycle. No refunds for partial months.
Can I get a refund?
Refunds are not available. However, you can cancel anytime, and charges stop at the end of your current cycle.
Do you offer discounts for annual billing?
Not yet. We bill monthly with tiered per-user pricing. Annual pricing is on the roadmap.
What happens to my data if I uninstall?
All SLA Pulse for Jira configuration (SLA rules, Slack webhook) is deleted within 30 days per Atlassian's retention policy. Your Jira data is untouched.
Permissions & Security
Who can use SLA Pulse for Jira?
Anyone with access to the project can view the dashboards (Overview, Issues, SLA, Reports, Insights). Only Jira admins and project admins can edit SLA rules and notification settings.
How is my data secured?
All data is stored in Atlassian Forge, which encrypts data in transit and at rest
SLA Pulse for Jira does not store Jira issue descriptions, comments, or attachments
Slack webhook URLs are stored securely and only used to post notifications you control
No data is shared with third parties (only Slack, if you enable it)
Does SLA Pulse for Jira access my password?
No. SLA Pulse for Jira uses Jira OAuth for authentication — you never provide your password.
Is SLA Pulse for Jira GDPR compliant?
Yes. SLA Pulse for Jira complies with GDPR and only processes data necessary for SLA monitoring. See our Privacy Policy for details.
Performance & Limits
Will SLA Pulse for Jira slow down my Jira?
No. SLA Pulse for Jira runs on Atlassian Forge, which isolates its compute from your Jira instance. You'll see no performance impact.
How many issues can SLA Pulse for Jira handle?
SLA Pulse for Jira works with projects of any size. We've tested with 10,000+ open issues with no performance degradation.
What's the maximum SLA hours I can set?
There's no hard limit, but we recommend staying under 1,000 hours (about 40 days) for practical purposes.
Feature Requests & Roadmap
How do I request a feature?
Email [email protected] with your idea. We review all requests and include popular ones on the roadmap.
What's coming in v2.0?
Multi-project dashboard (one view across all projects)
Health score trends over time
Email digest option (in addition to Slack)
Dark mode
Per-project SLA rule isolation
Scheduled report exports
When is v2.0 releasing?
We don't have a confirmed date yet. Join our mailing list for updates.