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Is there a way to create a SLA countdown for the due date as allocated in the issue?

This question is in reference to Atlassian Documentation: Example: creating SLAs based on due dates

Is there a way to create a SLA countdown for the due date as allocated in the issue?

We use first response SLA, but for the time to resolution I would like this to be based off the assigned due date created in the issue, is this possible?

For example with some service requests we receive will advise a client that the work will be completed by date/time, have the Time to resolution SLA based off that date would help as it would reorder the events as required.

3 answers

1 vote

Aaron,

The default SLA in JIRA Service Desk are not based on dates but you can install "Extension for JIRA Service Desk" add-on to setup SLA based on date fields like Due date and other date type custom field.

Ravi

Hi Ravi, thanks for the response.

That link doesn't work for me but I have found the extension you are referring to.

https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender/server/overview

Hey Aaron, have you figured out how to do this?

Maybe an option is to set up the SLA rules to "seem" as if it is counting down?

For example in a People Onboarding process we want to count down the days to an employee starting (date is a custom field)

Setting the goal to for example: 

issuetype = Onboarding AND "Employment Start Date" <= startOfDay("+1d") with the Goal = 24

then adding more goals

issuetype = Onboarding AND "Employment Start Date" <= startOfDay("+2d") with goal 48h 

etc 

The SLA Goal order is important. It will fire on the first rule that the issue matches, hence swapping out the goal as we close up on the Employment start date.

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