How to set start and end date of Service Desk Issue SLA timer?

Instead of using the time the issue was created and resolved / closed I would like to be able to enter the start and end time of the outage manually, preferably in custom fields.

We often have very small outages, in the seconds range, that should be documented in JIRA issues, after the fact. Is there any way to do this?


1 answer

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Jack Brickey Community Champion Aug 16, 2017

@Sebastian Kouba, you can certainly create two custom fields if you like however, you will not be able to link this into JIRA's SLA method. You will have to establish a means of doing this manually.

Thanks Jack. These "manual means" is what I'm after because we would like to have the SLA reporting...

Jack Brickey Community Champion Aug 17, 2017

By manual I mean - not w/in JIRA. There isn't any method w/in JSDq to calculate the difference between two custom fields which would be needed if you wanted to show SLA achievement leveraging two custom date fields. You could export daily and use Excel to do this and create charts, etc. I guess it comes down with how you want to monitor SLA. The bottom line you aren't going to be able to replicate what JSD currently does in the way of SLA natively.

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