SLA reporting

Question

Question about SLA reporting when issues is moved from on service desk project to another.

So the case is if I have a ticket in the service desk project and want to move it to a different department that also has a service desk project.

They both have SLA reporting set up with Time to first response and time to resolution.

How can I set them up that if the case is moved from project to another one they dont copy over the times spent on those SLAs. They shoud start ticking from the beginning as for the second project this case is as good as "issue created"

Thanks

Gerda

Veera_zqt9p1 · Answer

You are welcome @Gerda Tilk

Gerda Tilk · Answer

Great, thanks a lot for the information! :)

Veera_zqt9p1 · Answer

In a nutshell you want to reset the SLAs once the ticket is moved to new project. Correct @Gerda Tilk ?

It's not possible at the moment to reset the SLAs at the moment. We have been tracking this as a new feature in our Jira Service Desk Cloud version: JSDCLOUD-194

However, JSD server has a plug-in called Time to SLA which can reset SLAs using port-functions.