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  1. Jira Service Management Data Center
  2. JSDSERVER-2134

SLA is not updated when an issue is moved

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      We have a project "A" where SLA is set for "Time to Resolve". SLA is not defined in project "B"

      A ticket was created in project "A". The ticket was moved from project "A" to project "B" and it was resolved in project "B". Later the ticket was moved back to project "A". SLA clock never stopped in this case and it is still running. It affected team's metrics.

      SLA value should update based on the current project and ticket status.

            [JSDSERVER-2134] SLA is not updated when an issue is moved

            Tanya B. added a comment -

            Suggestion logged: JSDSERVER-6835

            Tanya B. added a comment - Suggestion logged:  JSDSERVER-6835

            Larry Brock added a comment -

            I'm currently relying on the SLA not applying so issues taking any alternate path do not reflect (negatively) in the SLA metrics.

            Larry Brock added a comment - I'm currently relying on the SLA not applying so issues taking any alternate path do not reflect (negatively) in the SLA metrics.

            Matthew McMahon (Inactive) added a comment -

            Hi vsharma1

            In regards to SLAs, the way that they work is that the event must be received and acted upon immediately.

            If the event is missed, then it is missed forever. So in this example, the issue was in Project A and the SLA started. It was moved to Project B and marked as complete. At this time, the event was fired but never acted upon as the SLA is not relevant.

            Moving it back to Project A, the SLA custom field data must still be present, and as it has missed the event, it will not close until re-fired.

            As the SLA is not aware of the configuration at the time the event should have fired, would you expect that the SLA is updated to a value applicable to the current goals, or just should be removed completely in this scenario?

            Matt

            Matthew McMahon (Inactive) added a comment - Hi vsharma1 In regards to SLAs, the way that they work is that the event must be received and acted upon immediately. If the event is missed, then it is missed forever. So in this example, the issue was in Project A and the SLA started. It was moved to Project B and marked as complete. At this time, the event was fired but never acted upon as the SLA is not relevant. Moving it back to Project A, the SLA custom field data must still be present, and as it has missed the event, it will not close until re-fired. As the SLA is not aware of the configuration at the time the event should have fired, would you expect that the SLA is updated to a value applicable to the current goals, or just should be removed completely in this scenario? Matt

            Vikas Sharma added a comment -

            Hi mmcmahon,

            Yes, ticket moved back to project "A". I have updated the description.

            Thanks

            Vikas Sharma added a comment - Hi mmcmahon , Yes, ticket moved back to project "A". I have updated the description. Thanks

            Matthew McMahon (Inactive) added a comment -

            Hi vsharma1

            Thanks for the report.

            In the last step, should it be that the ticket moved back to project "A"?

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi vsharma1 Thanks for the report. In the last step, should it be that the ticket moved back to project "A"? Regards Matt JIRA Service Desk developer

              mmcmahon Matthew McMahon (Inactive)
              5ac3742dda6d Vikas Sharma
              Affected customers:
              0 This affects my team
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                Created:
                Updated:
                Resolved: