How to force an SLA date/time

Question

A common task on my team is to offboard an employee at a specific date and time in the future.  Our HR department creates a ticket, and they use a custom field to specify the date and time that the offboarding should take place.

I would like to somehow set SLA requirements related to that date and time.  Right now I have an SLA rule that says "If this is an offboarding issue, then set the SLA to 30 calendar days," and then just keep track of when the actual offboarding takes place.

It's much the same for onboardings, I want the SLA to be the first day of employment.  I have several other examples of tickets that are created now for things that need to be done at a specific day in the future.

I would like to leverage the SLA breach automation to alert when these ticket is due.  Or use some other automation to alert on this.

Any suggestions?  I really don't want to create an automation that fires every hour and checks the due date..

Michael diLorenzo_wo0emp · Answer

I'll go with setting the SLA to 30 days so that it doesn't get violated, and then track how many due dates were missed as a separate metric.

Thanks for the response.  :-)

Michael diLorenzo_wo0emp · Answer

I am not trying to notify people of upcoming due dates.  I have that covered.  I am trying to change the SLA so that the violation occurs on a specific date.

If I have a ticket that is created on Monday, and the instructions are to onboard an employee on Friday, I need the SLA to be Friday.

I need the SLA to be defined based on a specific date.

Walter Buggenhout · Answer

Hi @Michael diLorenzo,

While there isn't really a way to use the due date in the configuration of your SLA timers, there is also no need to fire an automation rule every hour to cover your use case.

Since a due date does not contain a time component, firing your automation rule once a day should be largely sufficient to notify people of the upcoming due dates. You can even use a filter subscription (which is standard Jira functionality that does not require automation) to notify people of the open tickets with e.g. a due date coming up next week.

Hope this helps!