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  1. Jira Service Management Data Center
  2. JSDSERVER-81

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

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • SLA
    • 17
    • 10
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

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

            [JSDSERVER-81] Negotiated Dates capability - calculate SLA times based on dates on issue

            Juraj Drahoš added a comment -

            Crucial

            Juraj Drahoš added a comment - Crucial

            Andre Guimarães Peixoto added a comment -

            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.

            Andre Guimarães Peixoto added a comment - 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.

            Amr A. Talaat added a comment -

            2018.. discovered same issue... it's too lame that this is not solved for 5 years... so easy for any wanna be developer to do. Very disappointing.

            Amr A. Talaat added a comment - 2018.. discovered same issue... it's too lame that this is not solved for 5 years... so easy for any wanna be developer to do. Very disappointing.

            QA testing group added a comment -

            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 ?

            QA testing group added a comment - 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 ?

            Toni Tanninen added a comment -

            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.

            Toni Tanninen added a comment - 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.

            Malysa Martin added a comment -

            We need that too!

            Malysa Martin added a comment - We need that too!

            Lisa Todesco added a comment -

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

            Lisa Todesco added a comment - Please make this feature available to cloud users asap. We really need it.

            Deleted Account (Inactive) added a comment -

            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!

            Deleted Account (Inactive) added a comment - 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!

            Krzysztof Skoropada [Deviniti] added a comment - - edited

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

            Krzysztof Skoropada [Deviniti] added a comment - - edited Hi, We've just released a version of Service Pack with dynamic SLA feature. Enjoy it!

            IT added a comment - - edited

            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

            IT added a comment - - edited 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

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              d943dc964ec6 3layer (expert)
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                Created:
                Updated: