For the Start of the SLA id like to use a different custom Date field that we are using. Same for the Stop portion of the SLA, id like to use "Date entered into X custom field" as the stop to the SLA. Is there anyway to do this?
I don't know how to do it inside JIRA, but Intelligent Reports will let you easily select a custom date for SLA calculations. You can design the report in Microsoft Word and point and click to create rules to fill in the data - no programming or API to learn.
You might want to check out our free sample SLA report as a basis.
It's currently not possible to configure custom start or end dates for SLAs.
We have an open feature request for this: https://jira.atlassian.com/browse/JSD-81
I encourage you to vote on the issue and watch it for future updates.
In the interim, a possible workaround you can try is to define a separate queue for items that use the due date field and order the queue based on items that are due soon. This doesn't give you true SLAs on the ticket but it can help your team prioritise work based on what's due imminently.
Currently, the SLA can be met by the Comment: For Reporter condition. However, it is possible for another user at the same account who isn't the Reporter to make a comment which then meets the SLA. Is there a way to add an additional condition, such as "Comment: From Assignee"?
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