SLA to be dynamically populated from a custom date field

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.

Please suggest.

Regards,

Mohini

2 answers

1 accepted

Accepted Answer
0 votes

Hi Mohini,

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.

Tuncay Senturk

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.

cool. thank you :)

Hi,

in plugin Service Pack for JIRA Service Desk there are some SLA operation and there is postfunction updating SLA to value from due date or some other date picker custom field.

I hope I've help you.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

20,954 views 2 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you