Due Date in Jira Service Desk (JSD)
I run a monthly Slide Deck for a customer meeting, where I get the information from JSD via several filters and export to Excel, edit some of the fields and copy and paste into the Slide Deck.
If a field has a blank, I always insert a 'Nil' manually
noting that filters where just a save as with amendments that we used for another customer. My previous manager set these filters up for the original Project
During todays meeting it was raised that these should be populated with a Due date.
I agree and my expectation would be that depending on the SLA would depend on the Due date and if able to the date would get pushed out if it was say "waiting for customer"
On running a Filter to see if any Due dates were populated
I get 71 tickets for Problem Records, Service Requests, Email Request, Enhancement Requests, all are for one other customer
My Question
1. How is the Due Date populated,
2.Do SLA's trigger the population of the Due date
3. If SLA's are put on hold because o a 'ticket status' such as "Waiting for Customer' is the Due Date re calculated to reflect this?
4. Is there another way / field that displays this info similar to this
Many thanks in advance