I would like to implement a SLA based on the requirements below i.e. the SLA goal or number of hours until the SLA expires is based on the time between when the ticket was created and a specific time of day i.e. 7 PM.
I can't find a way to implement this in Jira Service Desk Cloud since the Goal attribute of SLAs only accepts relative and not absolute time.
Enterprise Services for which Downtime is reported;
(i) Before midday are restored by 7pm on that day;
(ii) After midday are restored by midday on the following day; and
(iii) After 7pm are restored by 7pm the following day.
Can you set/update the SLA time left through the API? That way we could calculate the time left until a SLA expires outside JSD and then update the ticket.
We could create a whole range of filters using created >= startOfDay(7h) AND created < startOfDay(8h) and then set the Goal attribute for each of those filters. It wouldn't be accurate and it's ugly.
Any other ideas?
Hi @Andreas Astrom,
You cannot manipulate the SLA system, as it is based on a timer that gets started, paused and stopped by event triggers (issue creation, status transitions, resolution being set).
How about setting a due date / time in a dedicated custom field for this specific use case and then using JSD queues based on those target dates to focus your agents' efforts on the right priorities?
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