We have post-dated tickets that come into our IT Help Desk.
Examples would be Employee New-Hire or Termination requests. I can't set a flat SLA "Time to Resolution" for all new-hire tickets for example, because we may have someone that starts in 5 days or someone that starts next month. "Time to Resolution" is met as long as the ticket is resolved before the Due Date.
How do I set an SLA to account for post-dated tickets?
Using Terminations as an example, this is what I tried:
For all Termination tickets where the Due Date is today or has passed, set the SLA for 24 hours:
type = Termination and duedate <= startOfDay()
Goal: 24 hours
For all other Termination tickets, set the SLA at 10,000 hours:
type = Termination and duedate > startOfDay()
Goal: 10,000 hours
However, will the ticket automatically transition to the other SLA once it meets the JQL criteria? Or, does it hold the time target of 10,000 hours once it's set?
This concept wouldn't work anyway because the SLA clock for "Time to Resolution" starts when the issue is created, so even the SLA updated from 10,000 hours to 24 hours when Today = Due Date, it would violate the SLA because the time between today and when the ticket was created was most likely more than 24 hours ago.
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