SLA to be started once the date field is updated

[Santhosh Raj]

Need to find a Solution for Starting the SLA.

We wanted a SLA to be started once an Date Field is Updated.
For Eg:
Field Name ==> Last Date for Submission = 09/27/2024
I need the SLA should be starting before 10 days like 09/17/2024.
So it should consider like 10 business working hours.

Is it possible to achieve this ?

[Jakub Koc]

Hi Raj,

You have 3 triggers on SLA regarding Due Date

And assign custom calendar up to your preferences.

[Santhosh Raj]

Confusing.

Will we able to set the Automation based on that.
Since the date is fixed in that specific field, the system should calculate the days and initiate the SLA for the request 10 days prior.
How can we able to set things up based on that ? @Jakub Koc 

[Jakub Koc]

Okay, before we proceed further can you explain in detail what you would like to achieve, some kind of reminder for reporter/agent that the deadline is close, because that's the closest to what I understood. In this case rather than SLA I would set up automation as it is.

If that's the case we can try to calculate time between now and and date in that field and if it's 10days or less send a scheluded email to xyz that deadline is close.

Trigger: Scheluded at start of your working hours 
If: Last Date for submission =< 10d (according to time now)
Then: Send reminder email.

If you are trying to achieve something else correct me so I can adjust.

[Santhosh Raj]

well its like same one, but we need to start that SLA before 10 Day.

Story:
Ticket is Created 
Summary, Desc, Due Date, Start Date and the Last Date of Submission.
Now we are targeting the field "Last Date of Submission" field
For Eg: If the Field Date is updated like 09/29/2024. I wanted an Automation rule that needs to run before 10 days on the date we submit. 
SLA should start before 10 days i.e., 09/19/2024. So the Assignee will know that by viewing that ticket or do we have any other ways for following this up. @Jakub Koc 

[Jakub Koc]

Try using this smartvalue to count the difference between now and 'Last Date of Submission' field. 

{{#=}}{{now.diff(issue.last date of submission).businessDays.abs.gte(3)}}{{/}}

Then set up the following automation

Trigger: Scheduled at time when you start your work (9 am for example) 

If: Smatvalue from above equals 1

Then: Copy value from 'Last date of submission' to 'Due Date'

Attlasian documentation for reference

SLA:
Trigger Due Date set
Stop: (whatever you need here)

Calendar set up according to your working hours.

IMO
It could be resolved easier by adding some email reminder or leaving information on the ticket but I think that should work for you.