If you want the calculation to be based on a definite date and time set in the Issues field (E.g: Due Date), you need to choose the “Negotiated date” SLA type info.
For this, select this goal type at the first step of SLA config creation. Just click the “Add new” field and choose one of the two displayed types.
Negotiated date SLA type allows setting SLA goals based on any issue date or time field.
For example, Due Date, Updated date, etc.
Pay attention that Pause condition, First/Multi-cycle options and SLA Reset are disabled for SLA configs with negotiated date.
You can set Custom Field for each of goals type and add an Automate action for exceeded issues:
There are such Automate actions for exceeded issues:
notification;
changing assignee;
changing priority;
changing status.
The trigger time limit will be highlighted with the color you have chosen before. When the time limit is exceeded, the color will be automatically changed to red. You can monitor SLA Time for each issue with the configured multi-triggers list.
You can read more on how to use the Negotiated date function here =>>
If you need help or want to ask questions, please contact us at SaaSJet Support or via email at support@saasjet.atlassian.net
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