Anyone using SLAs **AND** Due Date at the same time?

[Mariano]

My JSM team uses SLAs to track their time sensitive goals, nevertheless I still see the Due Date field there, we're planning on using it for "Postponing" (i.e: creating a postponed status and then using the Due Date to return to the pending status), but I wanted to know if anyone is using both metrics at the same time and if you could briefly tell me how in case I'm missing some benefit from them.

Thanks in advance!

[Brant Schroeder]

@Mariano It is very common to use SLAs coupled with Due Dates.  We have several service desks that have SLAs and due dates.  Often the SLAs are used to maintain and measure specific metrics around the service we provide such as first response back to the customer, how quickly we respond after the customer gets back to us after a question, how quickly we are resolving specific issue types, etc.  We use due date for requests that will take longer or to bring focus to tasks that are more urgent.  Sometimes the due date aligns with an SLA but often it will come due prior to the SLA.  An example is if we get a request from a high-profile individual, we will put a due date on it for the task to be resolved in a single day.  The SLA might be set to complete in a single day but might take longer because it pauses as we wait for a customer's response.  The due date places urgency and accountability on the agent to take the lead and reach out additional times to get answers.  We also add due dates to requests that will take longer than our standard SLA on specific types of issues.  This fulfills the SLA and allows us to track the work and provide updates to our customers.  The customer is also able to see the date in the portal so they know when it should be completed by.