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SLA goal limit unit other than hours

Loic Mollet February 27, 2024

Hello everyone

Concerning the SLAs, by default the goal limits are in hours. For example, the request must be taken into account in less than 48 hours, and must be solved in less than 480 hours (4 x 5 days with 8 hours per day).

Is it possible to set a goal limit with weeks, months, or even years values ?

For example, a high priority request must be solved in less than 1 month, whereas a low one must be solved in less than 6 months. So for a low priority request created on 02/27/2024, it should be solved before 08/27/2024 = 6 months.

So could we set the goal with a value such "6mo", or this unit is available only for displays ?

Or maybe with something like {{issue.created.plusMonths(6)}}   ?

 

Thanks for your feedback

 

1 answer

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Answer accepted
Tansu Akdeniz
Community Leader
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February 27, 2024

Hi @Loic Mollet 

Welcome to the community.

It is not possible to use months while defining goals.

When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). You can write SLA goals as hours and minutes, but not days.

Loic Mollet February 27, 2024

Thanks for first answer. Do you know if it is possible to use things like   {{issue.created.plusMonths(6)}}    ?

Or use values like due date ?

Tansu Akdeniz
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 27, 2024

It is not related to SLA time targets. It is smart value that can be used in Automation for different purposes such as set Due Date field to 6 months ahead after creation..

For your case, just convert months to hours for SLA goals.

Loic Mollet February 27, 2024

ok, thanks for quick confirmation

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