Add SLA Contract Start and End date

[Ansar Basha]

Hello All,

We have a requirement to add the SLA Support Contract Start and End dates with support hours, customer has for the respective project.

Is there a way to add hours anywhere in the system and if hours are completed or contract date exceeded to intimate the Service desk agent or the Project lead about this.

I couldn't find something like this other than time to first response and time to resolution

Appreciate if someone could help out.

Thanks & Regards,

Ansar.

[Gökçe Gürsel {Appfire}]

Hi @Ansar Basha ,

Time to SLA can help with your requirements.

You can set statuses, dates or comments as SLA start and end statuses, notify users (e.g. Service desk agents and project lead) via email or post your notificatons to Slack, set up custom calendars and business hours for team operation in dfferent timezones and so much more.

Let me know if you have any questions.

Regards,

Gökçe

[Jack Brickey]

There are a few approaches to this.

• Consider an addon - https://marketplace.atlassian.com/ 
• consider creating a custom field (SLA Expired) and use Automation - example if your SLA agreement has an "end date" you could set the SLA Expired to True if the issue is created > SLA End Date

[Mariana_Pryshliak_Saasjet]

Hello @Ansar Basha 

If you have the "End date" field, you need to set it in the "Stop" event and set up the number of hours. The same rule refers to the date (in case you have a particular date like "End date-22 Aug".

Additionally, to the info above, you can try SLA Time and Report, which helps to add SLA timers for start/end dates with flexible Start/Stop/Pause conditions. It works flawlessly and you can easily learn how to set up SLAs properly.

If you have any additional questions, Im here to help you.

Best regards, Mariana