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Set SLA goal based on when a ticket is created?

Hi there,

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?

2 answers

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?  

Hi again,

I ended up implementing the SLAs in this hacky fashion...


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