Are you not supposed to share SLA field between multiple projects?

[KC Wong]

I created Project #1. It uses issue type "Domain" and has a SLA named "Renewal SLA". It starts at "New" and stops at "Closed" or "Renewal". In its automation rules I can read the SLA value using {{issue."Renewal SLA"}}. 

Then I created Project #2. It shares the issue type "Domain". When I go add SLA, the interface prompted me to reuse "Renewal SLA", so I did. It starts at "To Be Confirmed" and stops at "Renewal" or "Closed". 

But Project #2's automation rule fails to read SLA value using the same {{issue."Renewal SLA"}}. I can see the SLA displayed in the interface, but automation rule will get a blank value. If I export the issue to CSV, I can see the SLA field value. 

I tested by creating a manually triggered automation rule to print {{issue."Renewal SLA"}}. It works on Project #1 but not Project #2.

I tested again by creating a brand new SLA for Project #2. This new SLA I can print the value in automation rule.

So what's happening here, are SLA fields not supposed to be shared across projects? 

[Benjamin]

Hi @KC Wong ,

Correct. SLA are not intended for cross-project. Each JSM project is treated separately like for each customer. Each customer you would have an agreed SLA with. That's why concept of going across doesn't add up since that would be like sharing SLA contracts across clients/ customers. You may find some options in the marketplace that may expand the capabilities. I would start looking into the Atlassian marketplace to see what's available around SLA extensions.

-Ben