Start date for a task

Question

Hi,

We started using Jira Service Desk a few months ago. Now we are introducing SLA in our issues. We have no problem with the incidents since time starts from the reception of the communication.

But we don't know how to create SLA with task. Let's say we get an email with a taks to be done in three days. We can change "Start Date" for this issue, but time for SLA doesn't stop in the meanwhile.

Any suggestions?

Thank you in advance.

José Manuel Pérez_8mxfah · Answer

Thank you, Amaç

AMAÇ SUNER · Answer

Hi,

You can do that with Time to SLA app. While creating SLA, you can select the option that enables the SLA value (3 days in your example) to be defined by the user as he opens a task. So, each task may have different SLA values.

For details visit the page

https://confluence.snapbytes.com/display/TTS/Defining+SLA

Look for the SLA Value from TTS - Text String Custom Field in the page

I hope that helps

Angélica Luz · Answer

Hello José,

Thank you for reaching out to Atlassian Community!

SLA is a great feature to track if the team is answering and helping customers in the time admins set for them.

Currently, the SLA is static, so we set a time and that's it, we can't use the SLA based on a custom field, like due date, for example.

We have two feature requests suggesting the implementation of this ability:

* Dynamic SLA Goal in JSD
* Negotiated Dates capability - calculate SLA times based on dates on issue

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica