Details
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Suggestion
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Status: Gathering Interest (View Workflow)
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Resolution: Unresolved
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None
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29
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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
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 ?
Attachments
Issue Links
- duplicates
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- Future Consideration
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- Closed
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