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  1. Jira Service Management Data Center
  2. JSDSERVER-12494

Moving issues to different issue types within projects makes the SLA not to appear unless recalculated

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 5.4.2, 5.4.3
    • SLA

      Issue Summary

      When an issue is moved from one issuetype to another, the SLAs are not shown unless it is manually recalculated. Since the recalculation option is restricted to admins, the SLAs remain missing in the UI unless an Admin recalculates it.

      This is reproducible on Data Center: Yes

      Steps to Reproduce

      1. Create a service desk project with SLAs like below.
      2. Now create a ticket under Issuetype other than 'Incident' and make sure it is assigned.
      3. Move the issue created to the issue type 'Incident' and see the SLA - Time to first response

      Expected Results

      The SLA 'Time to first response' should be shown as completed.

      Actual Results

      The SLA 'Time to first response' does not appear in the Incident ticket. The Admin can try recalculating it and the SLA will then appear.

      After recalculation - 

      Workaround

      Recalculating the SLA will make the SLA reappear.

        1. Screenshot 2023-03-21 at 5.20.38 PM.png
          239 kB
          Sandhya Thottamkara
        2. Screenshot 2023-03-21 at 5.22.28 PM.png
          381 kB
          Sandhya Thottamkara
        3. Screenshot 2023-03-21 at 5.24.46 PM.png
          347 kB
          Sandhya Thottamkara
        4. Screenshot 2023-03-21 at 5.25.51 PM.png
          322 kB
          Sandhya Thottamkara

              Unassigned Unassigned
              sthottamkara@atlassian.com Sandhya Thottamkara
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                Created:
                Updated: