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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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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • SLA
    • None
    • 32

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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

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