Add-on recommendation for SLA based on custom field?

Question

Hi All,

We've built a workflow for Subject Access Requests but need to Start the SLA based on a field on the ticket (i.e. Date SAR was received). Note that this date will likely be before the date the actual ticket was created. For example we can receive a request a couple of days before we put it into Jira.

Can anyone recommend any add-ons that they know would be good for for? I've been looking but im struggling to find any that specifically mention about setting the start of an SLA in the past.

Many Thanks
Scott

ScottBrace · Answer

Hi Zoryana,

Thanks for the reply and sorry for the delay. Unfortunately I don't think this will work for us. The problem is that it needs to be 30 days from whatever date is in the field.

With this app we have to choose a specific date. So I could choose 30 days from now, but anything logged tomorrow will already be out.

Thanks for the suggestion though it's much appreciated

Zoryana Bohutska _SaaSJet_ · Answer

Hi @ScottBrace

You can try add-on SLA Time and Report.

There are you can add a custom field on its configuration menu.
Just choose the project and field you need.

Please let me know will it have to work for you.

Regards

Zoryana