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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?
To check the logic here...
If this is correct, a few questions...
It'll be possible to do something here, but there's missing parts of the process here we'd need to establish :)
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
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...
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.
So just to confirm the logic...
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.
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.