SLA due date based on the custom due date field for problem ticket

5 Comments

  • Thomas de Silva
    Community Moderator

    Hi Adarsh.

    You could create a SLA that enabled when the fix due date is filled. Would that work for you?

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Adarsh Shet

    Yes, thats a good idea. but I have cases where sometimes we won't have Jira created for development(15% tickets) and we ourselves work on that problem ticket. in this case, it will be the default problem SLA.

    So, we need 2 checks here. 

    1. when there is feedback date, the SLA will be set to the Feedback date. 

    2. If no feedback date, it will be set as default SLA.

    Any suggestions on this?

     

    Thanks

    Adarsh Shet

     

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  • Thomas de Silva
    Community Moderator

    Just put the feedback SLA on tickets where the field is filled. You can also create a custom field checkmark you can use to activate the feedback SLA. Remember to put the default SLA as the last.

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0
  • Adarsh Shet

    Thanks, This will work. I will try to implement it.

    Our feedback dates getting changed every time when the development team pushes there release dates if there is an automatic way the SLA also gets changes with this changed feedback date. Is there a way, we can add feedback dates to default SLA dates while defining the SLA? 

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  • Thomas de Silva
    Community Moderator

    These are the options you can use to apply the SLA when using a custom date ticket field.

    0

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