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    Details

    • Type: Suggestion
    • Status: Gathering Interest (View Workflow)
    • Resolution: Unresolved
    • Component/s: SLA
    • Labels:
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    • UIS:
      1
    • Support reference count:
      4
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      Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Currently, SLA goals needs to be predefined and it's static. In some cases, we need to make it flexible.

      Suggested Solution

      Make SLA goals to be dynamic.
      Eg: SLA goal can be set based on a custom date field.

      Why this is important

      • This is needed to make sure the report is accurate
        • Example: SLA is breached before the due date and this is definitely not the right statistics for the high level management
      Original request

      My issue over here is that I have a date type custom field on JSD customer portal. I need to link my SLA with this Date chosen be the customer. For example deadline SLA should be in sync with the date provided by customer, for every request I will be having different deadline, so constant deadline SLA is not making sense to us at present, Is there any way we can achieve this ?

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              Assignee:
              Unassigned Unassigned
              Reporter:
              maheshdubey29 Mahesh Dubey
              Votes:
              17 Vote for this issue
              Watchers:
              15 Start watching this issue

                Dates

                Created:
                Updated: