How can I create editable SLA goals

[Spiros Ioannou]

I would like to make SLA editable by the reporter.

Could this also done via the API?

[Michael Ruflin]

Hi Spiros,

Could you elaborate on the use case you are trying to solve? SLAs as such aren't editable by the reporter directly, but you could probably achieve something along these lines with reporter selectable priorities & goals that match these priorities.

Michael

[Spiros Ioannou]

Hi Michael. We want to establish the following workflow:

- customers open tickets on 1st level support which uses freshdesk. 1st level assigns SLA to ticket based on FreshDesk rules (Priority, Project, Company).

- 1st lvl opens ticket to jira through freshdesk (using freshdesk jira integration plugin)

- 2nd level sees the jira issue, but with the default SLA.

We would like for the new jira issues to have the SLA of the original FD ticket.

Moreover it would be best if the FD ticket is reopened, for the SLA timers on jira to start counting again.

thanks for any insight!