Crucial

Atlassian team discase with these kind of features is ashaming. They always say "There is an open issue, please vote for it yadda yadda" but there is not a single update for YEARS. I should be changing ticket handling platform soon, I encourage you to do the same.

This issue is open since 2013. 4 years are not sufficient for Atlassian for finding a solution that is already available on the acquired  VertygoSLA  ?

Really a bad performance ! Any news on this ?

I would also like to get this functionality into a server version. 

My SLA is fulfilled if issue has resolution or if it has an agreed date when issue should be fixed.

We need that too!

Please make this feature available to cloud users asap. We really need it.

That's a great add-on, but my company is not going to clear me to spend $1000 for functionality that should be inherent in service desk. Due-date SLA's should be a no-brainer feature. Please implement ASAP!

Hi,
We've just released a version of Service Pack with dynamic SLA feature.
Enjoy it!

We too are in need of this. Our staff work on some SLA driven tickets (i.e. respond to client within the next 8 hours) as well as due date driven tickets (i.e. generate an internal report by next Friday).

The problem is trying to prioritize these issues. We've created a workboard that shows (boiled down):
assignee = currentuser() AND (due <= endOfDay() OR SLA <= remaining("8h"))

That gets everything relevant to today into a single place, but without a 'count down' feature on due dates, the problem comes in sorting the list by 2 or more competing values (we actually have 4), which is essentially:
SORT BY SLA Asc, due Asc

Thus, their work-board becomes segmented into "finish your SLAs first, THEN your items due today. That might be okay if due dates weren't sometimes due in the middle of the day (before a meeting). It causes staff to ignore "due" items because SLA items are higher on the issue navigator, regardless of when they are due.

It also doesn't help that there is no JQL to limit the SLAs that you want to see to only those that expire today (e.g. "SLA <= endOfDay()"). So viewing all SLAs due within the next 8 hours is accurate at the beginning of the day, but by the end of the day all of tomorrow's SLAs are visible and prioritized ahead of today's due dates. Here's the request for this issue: https://jira.atlassian.com/browse/JSD-1039

Please prioritize this one!!!

It's a regression for us. It's important for us and our customers to refind this functionality as soon as possible.

voting for this as well, i am trying to find a balance between SLA and due date, this is causing a massive overhead, to the point where we are almost spending one FT role to traffic all the work that is coming in manually.

HI,
it is very important for us to have this functionnality back again, we used it with vertygo and it is a regression for us to not have it in JSD.

SLA calculation is so important for a service desk tool, but current flexibility is quiet NOT enough. JIRA Service Desk team should take this very serious seems it's really a show stopper for your potential customers. Suggest to implement this feature ASAP.

The issue is very important, please priorize that.

Best regards

This really seems like something that should have been in there on Day 1 of release. Im surprised this need has not been more urgent.

This should be a critical issue, i don´t understand why you replaced a plugin and removed key features from it in the process. I really like Service Desk, but if it intends to replace Vertigo it has to do exactly all Vertigo does, and even a little more, if you want to make the actual Vertigo customers switch to Service Desk. I know SD has a wider scope than Vertigo, but IMHO if SD couldn´t fulfill all Vertigo features, they should have remained as two different plugins, until Service Desk could seamlessly absorbs Vertigo.

We have a custumer that really wants to use SD, but it currently has Vertigo, and Negotiated Dates is a blocker feature for them.

Thank you,

Best Regards

I'm thinking to workaround this by introducing a separate metric (queue) for SLA exceptions (issues that have a negociated due date), so they can be tracked separately. Not sure what other negociated dates requirements wd still remain unfulfilled.

Hi Shihab & team SD!

any news about this one? We're getting slammed on every presentation about this one, especially from people knowing or having used VertygoSLA before. Any known workaround?

Cheers

Hello
Its really an important feature for our clients too. It a must! Pls put this feature back in this plug in.

Thanks in advance
Pablo
PS: Please increase the priority of this issue.

I agree: It is a show stopper also for us. Please increase the priority!

I note that the criticality on this is minor, this is a show stopper for us, we need to be able to use date fields like due date or planned start / planned end for the calculation of our SLAs

The need to be able to exclude issues from SLA for which the customer gives explicite approval is also important for our setup
Overruling 'Due Date' doesn't seem to impact the SLA timings

e.g. a customer agrees to have an issue solved in 24 hrs instead of the SLA-specified 12 hrs, so he can have a fully tested build, instead of an Emergency Bug Fix.