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If you're managing service requests or support queues in JSM, these new features are worth knowing about—especially if your team wants fewer surprises and better time management.

1. SLA Warnings Right on the Board

One of the most useful additions is the “Issues for Attention” panel that shows up directly on the queue or board. It automatically highlights issues that:

• Have already breached their SLA

• Are within 30 minutes of breaching

This has made it much easier for our support teams to focus on what needs urgent attention without having to sort or filter manually. It’s a small UI change, but surprisingly effective.

2. More Flexible SLA Display Options

JSM now allows project admins to change how SLA deadlines are displayed. You can choose between:

• A due date format like “Due Friday at 3 PM”

• A countdown format like “2 hours left”

This came in handy for us since different teams interpret deadlines differently—some prefer exact timestamps, others prefer the urgency of a ticking clock.

3. Automation That Reacts to SLA Status

We also started using the SLA-based automation triggers recently. These let us configure rules such as:

• Auto-alerts when an SLA is close to breach

• Escalation emails for overdue tickets

• Custom comments or priority changes based on SLA conditions

Setting these up helps reduce manual chasing and keeps things moving without micromanagement.

4. Smarter Use of Due Dates

Another under-the-radar update allows us to set SLA conditions based on changes to the issue’s due date. So now, if the due date shifts because of a valid business reason, the SLA can automatically pause or adjust. This gives us better control over SLAs when timelines legitimately change.

📅 Join Us for a Drop-In Session!

Good news: We’re hosting a , to help you get the most out of SLA management in Jira Service Management.

Join us to learn:

• How to create and manage SLAs effectively

• Best practices for setting goals

• Tips for tracking performance to keep your service levels high

Whether you’re just getting started or want to fine-tune your workflows, this session will be packed with practical insights.

Final Thoughts 

These aren’t massive changes, but they offer a more proactive and flexible approach to managing SLAs—something every busy support team can benefit from.

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👉 Stay tuned every Friday for new Atlassian updates or best practices to help you get the most out of your tools.