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  1. Jira Service Management Data Center
  2. JSDSERVER-747

SLA not appearing on issues moved to Service Desk project

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    • Icon: Bug Bug
    • Resolution: Answered
    • Icon: Low Low
    • None
    • 1.2.6.1
    • SLA

      Experienced Behavior:

      Issues moved to a JIRA Service Desk project do not show SLA information when the SLA would be in a stopped state after the issue is moved.

      • SLA does show when it would be in a paused or started/running after the issue is moved.

      The SLA will appear if there is a start condition that allows the SLA to restart and, after the move, an action is taken that meets this condition. In this situation the SLA appears and begins to count down as expected however the first SLA cycle icon does not appear.

      Expected Behavior:

      SLA value is calculated and displayed for all issues moved to Service Desk project regardless of SLA state after the move.

      Steps to reproduce:

      • Create two projects, one of which is a Service Desk
      • Create issue in non service desk project
      • Take an action on the issue that would meet Service Desk stop condition
      • Move issue to service desk project
      • The SLA does not appear when viewing the issue

      Use Case Example:

      "We have a project that is NOT using Jira Service Desk (JSD). If we "work" on it, assign it, comment on it, etc and then move it to a project that is using JSD, the time to first response SLA is not displayed."

          Form Name

            [JSDSERVER-747] SLA not appearing on issues moved to Service Desk project

            Tanya Christensen made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 687776 ]
            Tanya B. made changes -
            Link New: This issue relates to JSDSERVER-6835 [ JSDSERVER-6835 ]

            Tanya B. added a comment -

            Suggestion logged: JSDSERVER-6835

            Tanya B. added a comment - Suggestion logged:  JSDSERVER-6835
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304555 ] New: JAC Bug Workflow v3 [ 3125037 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058389 ] New: JSD Bug Workflow v5 - TEMP [ 2304555 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055376 ] New: JSD Bug Workflow v5 [ 2058389 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955549 ] New: JSD Bug Workflow v5 - TEMP [ 2055376 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue relates to JSDSERVER-3562 [ JSDSERVER-3562 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is duplicated by JSDSERVER-2134 [ JSDSERVER-2134 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615746 ] New: JSD Bug Workflow v5 [ 1955549 ]

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
              Affected customers:
              1 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: