Tracking accurate SLAs on requests that are not logged immediately

Question

I want to track SLAs (like time to first respone and time to resolution) but my service team may recieve requests via phone in some situation where the request can not be logged to the JIRA Service Desk system immediately. I want to either change the date/time that the issue is created to reflect when the incident was truly discovered OR have separate custom fields to track this and use these to measure SLAs.

Is there:

a) any way to create an issue and then change the creation date?

or b) use a custom field, e.g. detection date/time to track start time and another field, e.g. response time, to end the SLA

unknown · Answer

Hi, link doesn't work. Thanks for your help. I think this defeats the purpose of having JIRA! If we can't log everything easily via the webapp

Boris Berenberg - Atlas Authority · Answer

SLAs are based on events, not field values. I think the easiest thing would be to use a CSV import to update issues at the end of the day: https://confluence.atlassian.com/jira/importing-data-from-csv-185729516.html https://confluence.atlassian.com/jirakb/how-to-change-the-issue-creation-date-using-csv-import-779160699.html

Or you could have staff just log everything in a CSV and then import that at the end of the day. Whichever is easier for you.