how do i create a SLA based on date in field on request?

[ScottBrace]

Hi All,

I'm trying to build a process for Subject access requests and part of this is a 30 days SLA starting from the moment we receive the SAR request.

Because we can receive these a couple of day's before they're inputted into Jira, we have created a custom field in the request named "When was the SAR request received", which is standard date/time format

Ideally, we'd like to be able start the SLA for these requests to begin counting 30 days from the date given in this field.

Is this possible with a JQL query or by any other means? 

Thanks in Advance!

[Jack Brickey · Accepted solution]

To the best of my knowledge, you cannot do this,  at least OOTB. You cannot start an SLA in the past. The only concept that would seem feasible would be to dynamically set the SLA duration based upon a date calculation, i.e. reduce the SLA value by created date - SAR request received date. I know thru scripting addons you could perform a date calculation to acquire the “offset” but then you need to figure out how to change the SLA automatically. Unsure how that could be achieved. Maybe there is a complete SLA replacement addon?

[ScottBrace]

Thanks Jack, I knew this would be a big ask, I may start having to look into add-ons by the sounds of it

[Jack Brickey]

I was contemplating this further. There are a number of discussions of leveraging the Duedate for SLA and I recommend you review them. Some are to the right under Related content. You may be able to achieve your goal outside of SLA functionality depending on what you want to happen when your issue hits the wall, e.g. fire off a notification or set a field to “expired”.