Stop SLA when ticket escalates to Jira

Brandt Welker

So when we realize a ticket came through the service desk that was not related to an operational issue is there a way to escalate it to the development team in Jira, stop the SLA tracking of that ticket in ServiceDesk, and leave it in Service Desk so that the customer still can track it on the Portal?

 

 

Jack Brickey

The way I do this is I have a "Development" status. My IT guys move the JSD ticket into Development status which pauses the IT SLA and starts a new development SLA. They create a linked issue in the development project and we use automation to update the JSD issue to resolved once the JSW ticket is resolved.