Define a SLA using the field "Team"

[Martin Hirsch]

We are using the field 'Team' in our Service Management. I want to create a SLA with this field as condition for ending time. Is it possible to use other fields than listed in the DropDown?

[Tuncay Senturk · Accepted solution]

Hi @Martin Hirsch 

As far as I know, using custom fields like Team as a condition for ending time in an SLA is not supported out of the box. There are a few workarounds you can consider:

You can set up an automation rule that monitors changes to the Team field. When it changes, you can trigger a transition which will allow the SLA to be ended.

If you're open to using third-party apps, you might try Time to SLA on the Marketplace in which you can easily use any field change to start/end/pause an SLA.

[Martin Hirsch]

thanks :)

[Tuncay Senturk]

You're welcome!