FAQ
Short answers to the questions teams ask most often before rolling out Quartz — what it tracks, where your data lives, and how the editions differ.
Basics
Does Quartz only work on Jira Service Management?
No. Quartz works on any Jira Cloud project — Jira Software, Jira Work Management and Jira Service Management alike. You point an SLA at the projects, issue types and priorities you choose; nothing about it is tied to the JSM request lifecycle.
What is an "SLA" in Quartz?
One SLA definition is one goal — one promise, one clock (for example "Time to First Response"). You create a separate definition for each promise you want to track. Each definition carries its own scope, clock (start / stop / pause / reset conditions), target and thresholds. See Create an SLA for the full anatomy.
What kinds of target can an SLA have?
Three: a duration goal (breach when business-hours working time exceeds the target), a date-field goal (breach when now passes a date taken from an issue field), and measure-only (never breaches — it just records how long things took). See SLA timing.
Data & history
Does Quartz backfill or store my SLA history?
No. SLA status is computed on demand every time it is needed — Quartz does not keep a separate timer database of elapsed time, and there is no backfill step to wait for after install. A goal you add today reflects past events on existing issues straight away.
In large aggregate scans, an issue that can't be fully evaluated is counted "approximately" and the UI warns that pause time may be over-counted. Open the issue panel for the exact result.
Does my issue data leave Atlassian?
No. Quartz runs entirely on Atlassian Forge, stores everything in Atlassian Forge storage, and has no external backend or outbound integration. CSV export is generated in your browser, and the SLA field write-back writes into real Jira fields — there are no outbound webhooks and no Quartz-hosted server.
What about the AI features — do those send data out?
No. Every AI feature runs on Atlassian-hosted Claude inside the Forge runtime, so prompts never leave Atlassian. See Security.
Editions & licensing
What is the difference between Standard and Advanced?
The full SLA engine — timers, calendars, Radar, Reports, CSV export, SLA fields, the issue panel, compliance coverage and the audit log — is in both editions. Advanced adds every AI feature plus Breach Forecasting and Governance. The table below summarises it.
| Capability | Standard | Advanced |
|---|---|---|
| SLA timers, calendars, Radar, Reports, CSV, SLA fields, audit log | Yes | Yes |
| AI summaries, explanations, "Ask Quartz", SLA setup assistant, Rovo agent | — | Yes |
| Breach Forecasting | — | Yes |
| Governance / exception review | — | Yes |
See Editions for the complete breakdown.
How is Quartz licensed?
Through the Atlassian Marketplace, as two editions — Standard and Advanced. In production the Marketplace licence is the only authority for which edition you have: a production install with no licence is Standard, and no setting can unlock the Advanced AI without the paid edition. Outside production (development or staging), an admin can use a dev-override to switch AI on or off for building and demos.
I'm on Standard — why do I see the Rovo agent and locked AI panels?
Advanced-only features stay visible but inert on Standard, with a lock lozenge, so you can see what the upgrade adds. The Rovo agent's actions refuse with a message when AI isn't entitled, and AI panels show "AI: Advanced" rather than running.
Forecasting & permissions
How is Breach Forecasting different from "AI guessing"?
Advanced Forecasting flags which open issues are likely to miss their SLA, so you can act early. Each flagged issue shows a risk band, a likelihood and a confidence level. See Forecasting.
Can different users see different issues?
Yes. Every Radar, Reports, Forecast and gadget scan runs as the calling user (an asUser search), so Jira itself filters the results to the issues that person is allowed to browse. "Open by default" for the Radar and Reports views means everyone may open them — not that everyone sees the same issues. Manage permissions, by contrast, are restricted by default. See Permissions.
What does a user with no console access see?
If an admin restricts every console view away from a user, they get a friendly no-access state — and their per-issue SLA panel still works on issues they can browse.
Configuration
How do I track two promises, like first response and resolution?
Create two SLA definitions — one goal each. Both apply to the same issue and show as separate tiles in the issue panel. A clock can even react to another SLA on the same issue starting, meeting or breaching, via a cross-SLA start condition.
Will an automated first-response reply count as the first response?
Not if you exclude it. In Settings you can make every clock ignore comments from automation and app accounts, and from specific named users, so an auto-reply doesn't satisfy a "first comment" condition. Status changes made by automation still count.
How does SLA data drive Jira Automation?
Natively, through real Jira fields. A scheduled sweep writes mapped SLA values — deadline, time remaining, status and so on — into Jira fields you choose, and four read-only computed fields are searchable in JQL out of the box. Your Automation rules then trigger on those fields. No webhooks, no external server. See Automation and SLA fields.
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