SLA based on negotiated time to resolution

We have a flexible agreement with our supplier. It allows us to negotiate time to resolution for each issue separately. Initially it relies on issue priority (4 hours for Highest, 8 hours for High, etc.) but in some cases, when issue requires more work, we agree to get some more time to our supplier. This time is entered in a custom field (e.g. "150" means 150 hours) and there is no possibility to have dictionary in the field.

How to setup SLA in this case?

We tried to enter many JQLs in SLA goal, but it's not solution to enter c.a. 2000 entries (longest time we currently have in our database is 60 days (1440 hours).

Any idea?

2 answers

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Accepted answer


JIRA Service Desk SLAa does not provide such feature. You can try SLA PowerBox plugin to reach it. This add-on lets you define SLA Goal using a number field and probably it's meets your requirements. It replaces SLA functionality of JSD but can be also used in JIRA Software and JIRA Core! You can try it from the Marketplace.

Thank you,

Looks promising. Will try it out.

Hi Patricia,

There is no such possibility to use number value as SLA goal but in plugin Extensions for JSD there is posibility to use Date picker custom field as base to determine goal of SLA. You just choose day to finish and SLA wil be calculated to this day skipping holidays and not-working hours. Maybe this help you. I don't have any other ideas.


Best Regards

Thanks Daniel, but it's not date/time field.

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