SLA and custom field

[Suporte JRetail]

Hi,
Is there any way to stop or start an SLA timer based on a custom field? With a rule or directly in the SLA configuration?

[Walter Buggenhout · Accepted solution]

Hi @Suporte JRetail,

It depends what field you have in mind. In the SLA configuration, you can see the list of events that may trigger your timer to start or stop running.

When it comes to fields, assignee, resolution and due date are supported.

If you want to use a different field, there is no out of the box support provided. SLA events respond mainly to status transitions in your workflow. If the change of your custom field is so important to your process that it makes your SLA's timer start or stop, I would consider to make updating that custom field part of a workflow transition (set the field via a transition screen in your workflow). That way, you can have your SLA timer start and stop from the transition trigger.

Hope this helps!

[Suporte JRetail]

Hi @Walter Buggenhout ,

I will try that, thank you for your help.

[Rilwan Ahmed · Accepted solution]

Hi @Suporte JRetail ,

SLA can only be started/paused/stopped based on Ticket created, status/Assignee/Resolution/ Due date being set Or based on comments added. 

[Suporte JRetail]

Hi @Rilwan Ahmed 

So, it isn't possible to start/pause/stop an SLA based on a custom field?

[Rilwan Ahmed]

No :(