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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.

            [JSDCLOUD-8408] Reset SLA when issue is moved to another Service Desk project

            adam.prettyjohns added a comment - - edited

            We are encountering the same issue here for issues raised and retained in a single project. This is a fundamental requirement for us. +1

            adam.prettyjohns added a comment - - edited We are encountering the same issue here for issues raised and retained in a single project. This is a fundamental requirement for us. +1

            Wesly Van Cleemoel added a comment -

            +50.

            This is a must.

            Wesly Van Cleemoel added a comment - +50. This is a must.

            Sangram Nayak added a comment -

            We are looking for the same feature. 

            In our project also we are facing the same problem the SLA is not resetting in the newly moved ticket to new project.

            Please let us know when this feature is available in Jira Service management.

            Sangram Nayak added a comment - We are looking for the same feature.  In our project also we are facing the same problem the SLA is not resetting in the newly moved ticket to new project. Please let us know when this feature is available in Jira Service management.

            Kenneth O'Connor added a comment -

            +1

            This is required to ensure KPI's are actually meaningful. It's mentioned/blamed for SLA breaches in every metrics meeting I have across teams.

            Kenneth O'Connor added a comment - +1 This is required to ensure KPI's are actually meaningful. It's mentioned/blamed for SLA breaches in every metrics meeting I have across teams.

            Muhammad Akram Sharifi added a comment -

            +1

             

            Muhammad Akram Sharifi added a comment - +1  

            Georgia added a comment -

            Would like to add that we would like this feature for both Service Desk and Software type projects.  As we add more projects this is becoming a larger issue as some of the projects interact and the work goes between teams at times.  The system should have the ability to reset the time clock of which the SLA would start from so that when a new SLA is applied the time starts fresh.

            Georgia added a comment - Would like to add that we would like this feature for both Service Desk and Software type projects.  As we add more projects this is becoming a larger issue as some of the projects interact and the work goes between teams at times.  The system should have the ability to reset the time clock of which the SLA would start from so that when a new SLA is applied the time starts fresh.

            Imane ASSOUD added a comment -

            We need this option to be available too! Thanks!

            Imane ASSOUD added a comment - We need this option to be available too! Thanks!

            Judy Forrister added a comment -

            This would be super useful. I'm struggling to find a workaround for this (we have a project with no SLA's but if the issue needs to move to a project with SLAs, we only want them to start from the time of the move, not the creation time).

            Judy Forrister added a comment - This would be super useful. I'm struggling to find a workaround for this (we have a project with no SLA's but if the issue needs to move to a project with SLAs, we only want them to start from the time of the move, not the creation time).

            Josh Gilmour added a comment -

            +1 this is super frustrating. 

            Josh Gilmour added a comment - +1 this is super frustrating. 

            Georgia added a comment -

            I want to add that we would love a resolution for this as well.  Having multiple Jira projects where tickets have the possibility of moving between them and each project having their own SLA configurations, it would only make sense that the ticket clock would restart from the time it moves to the new project so that the SLA of the new project will countdown from the time that project received the ticket.

            Georgia added a comment - I want to add that we would love a resolution for this as well.  Having multiple Jira projects where tickets have the possibility of moving between them and each project having their own SLA configurations, it would only make sense that the ticket clock would restart from the time it moves to the new project so that the SLA of the new project will countdown from the time that project received the ticket.

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