+1

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. 

+1 (one of the base functions I expect in ITSM tool)

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. 

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, this is a must have feature, please prioritize!

same, i don't understand. This is really needed...

There is overwhelming interest for this feature. Dynamic SLAs are a very common use case and I'm really surprised this isn't possible with native Jira functionality yet. 

extension for Jira service management has something like that

Up!

up!

Hi Atlassian,

Please hear our begging. We need this to be done. We are at the mercy of malfunctioning Add-ons that promise features not available in Atlassian, but are implemented poorly or break on every updated cycle. For instance: "Time to SLA" add-on. Promising, but poor dev standards. Breaks after any and every update that is pushed live.

Please help!!

Hey Atlassian,

stop playing games with us. You are gathering interest for this for the last 7 years obviously. Everyone needs this and you are playing games in moving bugs from one bucket to another. Not providing this functionality and still keeping the cap on a number of static SLA goals is blackmail. We are not happy. We are furious. 

We are all paying for 3rd party solutions that are not up to the task. We only need this one simple thing to drop them all. Just do it, please. Stop messing with us!

adding to leonard hussey ... that would not just be great.

thats a simply need ! other products like bmc helix support this.

also guess - some free tools also.

Would be great. Our use case is that we have many customers around the world (17 calendars), varying SLA goals for each. Several milestones, each with their own goals.

The combination of fixed goal time and calendar makes this grow exponentially to a point we cannot fit within the 30/60 goals per project.

Being able to set the goal time based on a custom field would reduce this dramatically to one goal per calendar.

Example: right now: 10 customers in UTC time zone, each with different goal time mean 10 records. 

Proposal: goal time from a custom field would reduce above 10 records to 1 for the UTC timezone.

Super keen to see this brought into JSM - our use case is we want to track vendor SLAs, which are often different according to each vendor. Would be good to have a dynamic SLA based off of a value we can reference (i.e. integer, derived from Insight or otherwise).

Hi daniel.bajrak,

I realize this ticket has aged, and not sure if you are still the responsible party for this feature request, but the suggested Marketplace App doesn't support date based / dynamic SLAs in cloud.  Also, another use case supported by competitive service desk products is the ability to dynamically update SLAs based on approval process.  Ex: Service Desk Team requests a one off exception to an SLA, and based on customer approval will update the SLA goal appropriately.

Currently supported in JSD is an ability to configured a limited number of goals, which could include fixed incremental changes based on field values, but not specifically set.

Not all the ticket types have a "Time to resolution" but a due date can be set optionally by the customer. If there is no due date, it's fine.

Often we get a request like a week before it needs to be actually resolved (due date), but it's already counting time based on SLA 8h. As a workaround we configured it not to start to count time just because a ticket was created. So we would like to have a SLA based on the due date. It doesn't make sense to count down e.g. 8 hours just because the ticket was raised and we actually have one week to resolve this.

Hopefully there will be solution soon. Thanks.

Not sure if they my issue is similar to this one and if it can be addressed with the mentioned plugin. What we want to achieve is to be able to start the SLA clock based on the estimated start of the change minus a number of days. As an example:

We have type of change that has an SLA on approval time and we want to start counting 3 days before the estimated start time.... This is to be fair on the teams.

Hi Daniel,
Thanks for help. It works for us. But isn't that JIRA should provide this as a default JIRA service desk feature?