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  1. Jira Service Management Data Center
  2. JSDSERVER-6835

Jira Service Desk SLAs don't work for items moved between projects

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    • Suggestion
    • Resolution: Unresolved
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    • SLA
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    Description

      This has been reported previously as a Bug and closed (JSDSERVER-747, JSDSERVER-2134). 

      If this isn't considered a Bug it is definitely a product gap that needs to be considered.  Teams need to be able to move tickets around between JSD projects, especially if they are escalated to another team or if they were created in the wrong product initially. 

      Suggestions:

      • When moving a ticket to another project the applicable SLA based upon the target project criteria should be applied and calculated.  An error should be noted if it can't be calculated based upon missing/different metadata between the projects used in the target SLA.
      • When moving a ticket that has an SLA in the target project, prompt for SLA application details.
      • Allow Project Admins the ability to apply SLAs for existing issues that don't have one applied due to this scenario.
      • Clearly state that you can't move tickets and that they should be cloned and linked issued.  This is obviously not ideal, since the customer doesn't care about ticket movement and only considers the point when they submit the ticket rather than when the clone is created.

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              Unassigned Unassigned
              tanya.botta1 Tanya B.
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                Updated:

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