Start SLA from a different date-time field or change the time of creation

In JIRA Service Desk the SLAs usually start when a issue is created, which in some cases may not be the time of the original report. How can we measure SLAs based on other date (a custom field) or change the date/time of issue creation?

2 answers

Not really, I've read you can use JQL for SLA goals, not for the SLA time metrics. Or you can? Can you control when the time counter for a SLA starts, pause or ends , not based on the creation date, a comment or some status? I think it is more related to: https://jira.atlassian.com/browse/JSD-68and https://jira.atlassian.com/browse/JSD-96.

0 votes
Daryl Chuah Atlassian Team Jan 31, 2014

Hi Jose

This has been discussed before that and perhaps can you please refer to the following discussion:

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