Duedate notset SLA

Question

Hello, Can someone explain what happens when due date is set or not set in a SLA?

Please take a look at the screenshot in the "Pause counting time during..." option or the "Finish counting time when..." option

What happens when I activate dudateset or duedatenotset?

Walter Buggenhout · Accepted Answer

Hi @Sebastian Santoyo,

Setting or not setting a due date simply means filling out the field due date on your service desk ticket.

All settings in the SLA form relate to the timer of your SLA. If you choose due date set as an option in the pause counting time during ... box, that means:

* your SLA timer will be paused (i.e. not run anymore) as long as there is a due date filled out on the ticket;
* start running again if the due date is removed from the ticket.

Finish counting time is an action that stops your SLA timer. This is basically the event that basically marks the end of your SLA goal. Filling out or clearing the due date would be the action that is capable of stopping the timer.

Hope this helps!

Alina Kurinna _SaaSJet_ · Accepted Answer

Hi @Sebastian Santoyo

Let me explain:

Due date: set (as your screenshot shows under “Finish counting time when…”)

This means the SLA will stop once a due date has been added to the issue. It's a useful trigger if your workflow includes assigning due dates after triage, for example, the SLA measures time until that happens.

Due date: not set

You can use this condition to pause or continue the SLA only while no due date exists. For instance, you might pause the SLA timer while a task is waiting for someone to define a due date, and then resume when it’s set.

In your case:

In the screenshot, you have Finish counting time when → Due Date: Set.

So:

The SLA starts when the issue is created

It ends the moment a due date is added

If the due date is never set, the SLA keeps running

Tip: If you want more flexibility with SLA logic (for example, different outcomes based on multiple field combinations or time tracking across complex workflows), you might consider using an SLA add-on like SLA Time and Report. It supports conditions like due date (set/not set), custom field logic, and provides real-time tracking and reporting.

Let me know if you’d like help setting it up or configuring this kind of SLA logic further!

Regards!