We're pretty new to Service Desk, although longtime Jira users. We've got our service desk project set up, and have added SLA's for most of our request types.
We have one request type, though, that needs something slightly different. For this particular request, there's a Due Date field that our customers will fill out. Work towards this ticket literally cannot begin until that due date.
Is there any way to set up an SLA for this request type that doesn't start until today = Due Date?
The difficulty is making it trigger on due date. I would suggest that you would need an add-on like Automation for Jira that runs each day, checking on the due date field and when it hits the due date, force a transition on the issue. Then your SLA could start off that transition.
Otherwise, I'm not sure how to do it OOB.
Hope that helps
Hi @Esther Strom
You can try our app SLA Time and Report for Jira Cloud.
Using this app you can configure SLA Timer by Issue Type, Priority and any other standard or custom field (like Start date, Change start date, Created, Date of First Response, Last Viewed, Updated etc.)
But please note, this add-on counts SLA time for issues from Service Desk, but cannot configure it.
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