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Suggestion
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Resolution: Unresolved
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825
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4
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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 ?
- duplicates
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- Future Consideration
- is duplicated by
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- Closed
- is related to
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- Closed
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- Closed
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ENT-1515 Failed to load
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[JSDCLOUD-1832] Dynamic SLA Goal in JSM
You can change the title ctrilha@atlassian.com as much as you want. Nothing will happen 
My kid is already in school. I don't remember her first steps, but I remember submitting this feature request.
Hello, I am an ITSM administrator in my organization and I have the need to create SLA with a custom field.
This is a real needed feature, basically i want to use asset cf to trigger the SLA and not making a lot of working around with WF and Automation to set up this.
Waiting for this improvement. We want to use the Due date as the SLA breach time.
Come on already guys. We are begging here for 8 years. Windows was built in less time
This feature would be extremely helpful, but it doesn't need a full feature lifecycle to fulfil most problem scenarios.
In my opinion, you could go a long way with just enabling the editing of the "breachTime" entry, so that we could use Jira Automations to edit it – even as a "dark feature" that can be toggled on or off. Then we could use Smart Values and other types of logic in Automations to be able to adjust when the breachTime reach should happen.
Currently, we would have to rely on an entirely separate plugin, that overhauls the entire way users interact with SLAs, to just get a bit of flexibility with SLA.
Still praying for this to be included in Jira SLA: goal duration to be taken from custom field.
Projects with multiple calendars and varied goals and many different SLAs are not possible to work with Jira SLA module. We are at the mercy of external SLA add-ons that offer this feature but in exchange: are messy, bad QA for every push to live, work fine one day are are broken the next.
Please!
It totally makes sense. Use case:
- HR team sends onboarding/offboarding request. The due date should be calculated based on the joiner/leaver start/last day that is submitted in the form.
+1