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SLA based on Due Date field

I have followed the steps in this article:

https://confluence.atlassian.com/servicedeskserver/example-creating-an-sla-based-on-due-date-956713305.html

But Due Date does not appear in the SLA metric creation screen. I can't select it as a criteria to start/pause/stop on.

The Due Date field appears in all the necessary screens in my project, as it suggests. I can set the due date in an issue, it's available under Request Type. It's assigned under the Issue Type. It just doesn't work under SLA.

1 answer

Hi @Chris Shaffer 

You can ask community leaders here

If you will need to set SLA time on the due date for issues from Jira Core and Software (also for tickets from Jira Service Desk) you can try SLA Time and Report.

2020-05-13_21-07-42.png

Right, I understand that. What I'm saying is the Due Date isn't an option on the SLA screen. It doesn't exist.

There is no "Due Date" value under the Start column at all.

Hi @Chris Shaffer 

If you are using SLA Time and Report and the due date doesn't exist, to go to Jira setting and turn on a due date point to actual issue fields.

2020-05-15_14-48-20.jpg

For Jira Service Desk you also need set due date to your issue fields. 

Please let me know if that helps.

Like Chris Shaffer likes this

Yeah, as I said I followed the steps in the linked article which indicate that enabling the Due Date field is necessary.

It doesn't work.

I literally just went and did it again. No Due Date option in SLA.

I assume this is a bug or something that's been changed in the latest cloud version of Jira Service Desk.

Like Naveen Reddy likes this

You're completely right. I hoped to solve this one pretty quick, I've the same issue

I cannot eather. In my server version I can.

Like Chris Shaffer likes this

Even I am a victim of this issue in cloud version.

Hi Naveen,

You can check out Time to SLA. It has this feature.

Just select Due date af ter selecting the Date field option for SLa start/end and negotiations date for SLA goal and you're set. Easy right?

Screen Shot 2020-11-20 at 10.14.12.png

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team.

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