Hi JIRA team,
Is it possible to keep a SLA on hold if a particular custome date field, lets say "Customer CALL back DATE" is set ?
Currently customers ask us to come back after say a week. In that case SLA should be on hold for that issue. Thus, I need a condition in SLA which will check if "Customer CALL back DATE" is set then hold SLA till that date.
Time to SLA Plugin has additional parameter option for SLAs. You can define an SLA according to not only by priority and states, but also any criteria that you can add (e.g any custom field's value)
Please see http://tuncaysenturk.com/timetosla.htmlfor detailed information.
Is there any freeware? i am using ondemand version.
Also aren't all these features available by default? What I need is, SLA is to be set according to a custom field. The condition might be simple default one.. but if a custom date field is set then the SLA will be = that date field.
As far as I understand, you want to define a custom field which will keep SLA, and on any transition you want to change it according to another custom field.
If these changes can be restricted with a workflow transition, you can use workflow post function to set SLA field by the custom field's value.
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