Is there anyway to set the value of a custom field into the target of a SLA in Service Desk?


I would like the target of a SLA to be changed dynamically, but Service Desk only provides the option to fill in with time values, not with field values.

I have a custom field called 'period', which is established on each issue during its creation.

Once the issue is created, I would like the SLA to start measuring the time until its due date, that will be increased in the value of the custom field 'period'. The target could be set with 'period' value...

I can't find anyway to solve this problem...

Any idea?

Thanks a lot.

1 answer

Would you consider having Due Date or some other date field to track the real due date based on your 'period' field? (I assume you do something like now()+period to determine when the issue needs to be resolved.) With a simple add-on you could set the real due date in a field based on your period field and then track the SLA target to "duedate < now()"

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