Hi people,

i have a service desk in which i have issues that have due dates in a few days (even weeks). These issues will remain untouched by a technician until a few days before that due date. I currently have SLAs on these issue, but the SLAs starts as soon as the issue is created, so the SLAs are wrong.

How do you guys manage these situation? I can think of a few way to fix this, but i'm not sure which one is the best!

  • Adding a status that "pause" my SLA, until the technician starts working on it, but it opens a door to the technician to put issues in a loop status that would permit him to bypass SLA.
  • Modify my JQL in SLA so it doesn't catch task with due dates (since the date is already the SLA)

What you guys think of that situation?



2 answers

David - looking at the SLA, you just need to change the "start" point to not be Issue Created, but some other flag - you'll need to create a status for the technicians when they are ready to start work, for the SLA to then track. Makes sense?SLA change.PNG

Thanks @jon-paul cameron for the idea, it basically refers to my first point on my question. I'm scared with that solution that the tech. could move an issue without due date to that state, and stale the SLA without me knowing.

It's purely administrative, but i'm still curious if there's other ways to do this.


After fighting with the "Extension" plugin, and not being pleased with the results, I decided to figure out how to handle this problem without the need for third-party add-ons.

What I've settled with pretty much comes down to this: due dates are a special case, and do not require an SLA. At least, not the default "Time to resolution" one. So I created an exclusion.

When defining SLAs, an issue is compared to each "goal" from top to bottom, until a match is found. So, what I did is add the following JQL goal to the top of my SLA (duedate is not EMPTY). The target time is empty.

Thus, any issue with a due date will not have an SLA at all.

Hopefully that helps someone. It took me a while to figure out that this problem is so easily fixed.

Nice.  This works for me as well.

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