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  1. Jira Service Management Data Center
  2. JSDSERVER-705

Service Desk, specifically the SLA calculation of cloned tickets

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    • Icon: Bug Bug
    • Resolution: Timed out
    • Icon: Medium Medium
    • None
    • 1.2.0.2
    • SLA

      Screenshots are attached and below are the steps to reproduce.
      I recently found bug with Service Desk, specifically the SLA calculation of cloned tickets.

      When a ticket is cloned the start time of the SLA is carried over. Note: this happens for Change Assignee and Status: Work In Progress, but not Created.

      Below I have taken screen shots of the issue.

      1) I create an issue
      2) There are 2 SLAs that start when the Assignee is Changed as well when the issues is moved to Work in Progress (in my case I have them both start at 10:36am on 8/11/14)
      3) Both SLAs end when I mark the issue as done:
      4) Next I clone the issue and you can see both SLAs have started even though the issue has neither changed the Assignee nor is it in Work in Progress
      5) Note the “Time to first response” SLA does not carry over the created date of the original issue, however the other SLAs have a start time of 10:36am when the CLONED issue was created after that (10:40am).

      Fix: Please do not have the start time for change of Assignee or change of Status carry over to a cloned issue.

              Unassigned Unassigned
              9159664df3f7 Peter Mai
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                Created:
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