Change the SLA when the ticket was opened in the wrong group

Patricia Albuquerque

Hello everyone, is everything okay?
I have a problem and I would like to know if anyone can help me.
I have 1 portal on my Jira SD with 3 associated groups. For each group, I have a differentiated SLA. When my customer opens a ticket in the wrong group, even if I change it later, the SLA is associated with the initial group he chose.
Is it possible to change this SLA for the correct group?
Thanks !!

Dirk Ronsmans

Hey @Patricia Albuquerque ,

Normally the SLA should move with the parameters that you set in the Conditions.

If you're SLA condition incorporates the Group and it changes it should also change the SLA. It will not restart the count tho (unless you add some more triggers when changing the state).

Could you maybe provide us with some more details about the SLA definitions?

if your SLA definitions are set up correctly, the goal should just change when the conditions are no longer valid and move to a valid one.

(Unless I'm misunderstanding then feel free to elaborate)