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  1. Jira Service Management Cloud
  2. JSDCLOUD-8408

Reset SLA when issue is moved to another Service Desk project

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    • Resolution: Unresolved
    • SLA
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      Project A has a time to first response of 1 hour. Project B has a time to first response of 30 minutes. A ticket is created in Project A and the SLA starts counting down. After 15 minutes, the ticket is moved to Project B. The SLA does not reset, which means it's now 15 minutes into a 30 minute timer. 

      When a ticket is moved from one service desk project to another, SLA's should be reset, just as if the ticket was newly created in the destination project.

            Unassigned Unassigned
            esther.strom Esther Strom [ACP-JA]
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              Created:
              Updated: