I want to create an SLA that triggers 90 days after a date is entered into a custom field, and filter if any of the tickets created have breached that SLA. Is this possible or can I only trigger an SLA based on status or issue created date?
Hi @robert cortez
To check the logic here...
If this is correct, a few questions...
It'll be possible to do something here, but there's missing parts of the process here we'd need to establish
Ste
90 day sla, and just checking to see if 90 days have passed since the date entered into the custom field.
I believe that there is no exception or pause, and of the triggers I found the only one that may work is when the ticket status is set to 'open'. then they can enter the date when they move it to open.
hopefully this helps
It's not really an SLA though is it?
How does a user "breach" this SLA? What should happen within 90 days - the date should be entered within 90 days?
An SLA needs...
Sorry for the delay Stephen.
So the type of project this is, when a ticket is created they do not want to start an SLA timer for 90 days. Some prereq work has to be done and then a date is entered into a custom field, and they want to know how old the ticket is from the date that is entered into that same custom field or how much time is left, basically.
sorry if that seems convoluted, basically we are looking for a 90 day SLA based on a date we choose to enter, and to see how much time is left.
If I understood your request correctly, you want to control SLA, where on Start, not "Issue Created", but setting a date in a custom field. Once the date is set, the 90-day countdown should begin.
There is a working solution that I just tested, but it uses a third-party add-on. If you don't mind them, here's what you can do with SLA Time and Report for Jira app:
We create a new SLA configuration with your Work Calendar and set a custom field to Start with the condition – any NOT EMPTY date.We set an SLA Time goal for 90 days. According to your calendar, we calculate the number of hours in 90 working days (working days = 8 hours x 90 = 720 hours).
If the date is not set, the SLA does not start.
The date was just set, and the SLA countdown for 90 days began.
I hope this was helpful to you.PS. My team developed the add-on, so if there are any difficulties, we can help with the settings for this case on the online demo.
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