Hi, I would like to start an SLA based on a date earlier than the issue creation date, in order that the SLA represents the total time the issue has been with the help desk and not just the time the issue has been in JIRA. If this is possible would someone be able to share with the JQL that would be used to create this SLA.
Welcome to the community!
This will be difficult to trigger the SLA based on date field instead of you can use the automation rule using which you can auto transit the ticket to respective state once the date matched and then based on the state the SLA will work.
Another way is to use Automation lite for Jira add-on, to auto transit the ticket based on date.
if I understood Tom correctly, then the due date should start *before* the ticket was actually created.
Automations triggered by status transitions would set the start of the SLA after ticket creation. Thus, this would not be helpful.
I have a similar need as Tom. Is there anyone else who has an idea how to let SLAs start in the past?
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