Example: creating an SLA based on due date

Here's an example of how you might create a more dynamic SLA by pausing the time counter until a specified due date has passed. 

  • Support want to complete all hardware requests within 24 hours. 
  • They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. 
  • All other issues have the same response time goal of 24 hours.

Set up an SLA like this if your team can't begin their work until a date in the future. For example, setting up a workstation when a new hire starts.

For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. Learn how to set up issue type fields

If the due date is not filled when an issue is created, time is counted from the next condition in the list. That is, time from when the issue was created and the SLA isn't paused.

Workflow where SLA is paused until due date is passed

Set the following conditions:


Issue Created, Due Date: From Empty

Pause on

Due Date: Not Passed


Resolution: Set

Set goals in the following order:

“Customer Request Type” = “Request New Hardware (CTF)”2hDefault 24/7 calendar
All remaining issues24hDefault 24/7 calendar

SLA configuration values set as described above

Last modified on Oct 13, 2023

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