Jira Filters based on SLA Breach and Custom Field Date

[robert cortez]

I want to create an SLA that triggers 90 days after a date is entered into a custom field, and filter if any of the tickets created have breached that SLA. Is this possible or can I only trigger an SLA based on status or issue created date?

[Kateryna_v_SaaSJet_]

Hi @robert cortez 

If I understood your request correctly, you want to control SLA, where on Start, not "Issue Created", but setting a date in a custom field. Once the date is set, the 90-day countdown should begin.

There is a working solution that I just tested, but it uses a third-party add-on. If you don't mind them, here's what you can do with SLA Time and Report for Jira app:

We create a new SLA configuration with your Work Calendar and set a custom field to Start with the condition – any NOT EMPTY date.
We set an SLA Time goal for 90 days. According to your calendar, we calculate the number of hours in 90 working days (working days = 8 hours x 90 = 720 hours).

If the date is not set, the SLA does not start.

The date was just set, and the SLA countdown for 90 days began.

I hope this was helpful to you.

PS. My team developed the add-on, so if there are any difficulties, we can help with the settings for this case on the online demo.

[Ste Wright]

Hi @robert cortez 

To check the logic here...

• The SLA should trigger for an Issue where the custom date field is 90 days after the date set in the field
• If the SLA is not met, it should show as breached

If this is correct, a few questions...

• What is the SLA checking for?
• How long is the SLA?
• Should the SLA not be set if a certain action has been performed in the 90 days?
• What's the trigger for this SLA (eg. Issue Assignment, Status transition, etc)?

It'll be possible to do something here, but there's missing parts of the process here we'd need to establish :)

Ste

[robert cortez]

90 day sla, and just checking to see if 90 days have passed since the date entered into the custom field.

I believe that there is no exception or pause, and of the triggers I found the only one that may work is when the ticket status is set to 'open'. then they can enter the date when they move it to open. 

hopefully this helps

[Ste Wright]

Hi @robert cortez 

It's not really an SLA though is it?

How does a user "breach" this SLA? What should happen within 90 days - the date should be entered within 90 days?

An SLA needs...

• An amount of time
• Something to limit it to a certain set of issues
• A trigger to start the SLA
• A trigger to end the SLA (i.e stop it breaching)

Ste

[robert cortez]

Sorry for the delay Stephen.

So the type of project this is, when a ticket is created they do not want to start an SLA timer for 90 days. Some prereq work has to be done and then a date is entered into a custom field, and they want to know how old the ticket is from the date that is entered into that same custom field or how much time is left, basically. 

sorry if that seems convoluted, basically we are looking for a 90 day SLA based on a date we choose to enter, and to see how much time is left. 

[Ste Wright]

Hi @robert cortez 

So just to confirm the logic...

• Issue is created - no SLA starts
• Some prereq work is done - then a date is entered into a custom field
• SLA is set to 90 days at that point - based on that date entered (not the date it WAS entered)

Is that correct?

---

Apologies - I'm a little confused about this sentence:

basically we are looking for a 90 day SLA based on a date we choose to enter, and to see how much time is left. 

I'm not sure when the 90 day SLA is set, nor what "how much time is left" means in this context.

Ste

[robert cortez]

Yes your bullet point list is correct. sorry my explanation of this is so confusing, and as for the last part, we can ignore it as I figured out a work around for them I believe. 

we just need to be able to tie a 90 day SLA to a custom field at this point. 

so we enter a date into a custom field, and then the SLA for 90 days starts once a date is entered, and is tied to that date. 

for example if a ticket is made today (24th), but we dont get the pre work done till the 26th, we want the 90 day SLA to start from the 26th. 

again i hope this makes better sense, and I thank you for your time and effort.