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  1. Jira Service Management Cloud
  2. JSDCLOUD-81

Negotiated Dates capability - calculate SLA times based on dates on issue

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Details

    • Suggestion
    • Status: Future Consideration (View Workflow)
    • Resolution: Unresolved
    • SLA
    • None
    • 11
    • 13
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    Description

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

      Product update 5 February 2021

      Hello all,

      Thanks for your interest on this feature. We have a handful of SLA based features that we are currently evaluating. This is one is a strong candidate for prioritisation.

      We will be selecting the key SLA features and beginning work after June 2021. Any further feedback you can provide to help us understand how this feature might work in your organisation is greatly appreciated.

      Thank you for your patience.

      Ben.

      Problem Definition

      Currently, SLA goals needs to be predefined and it's static. In some cases, we need to make it match with the Due Date field.

      Suggested Solution

      Capability to calculate SLA times based on a date custom 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

      Like in the legacy style oft eh VertygoSLA plugin, it's very, very important the support to Negotiated Dates, that are the unique alternative to accomplish SLA exceptions in daily operation.

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              7ad1551c39c0 Benjamin Paton
              d943dc964ec6 3layer (expert)
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              Dates

                Created:
                Updated: