First Response SLA Breach - Moving Ticket to a different JSM Project

Question

Hi Everyone,

We are hoping that you can provide us with some direction on the scenario below:

Scenario:

* A JSM ticket is moved from Project 1 to Project 2
* Project 2 has first response SLAs of 24 hours after create date and the ticket is moved with no response 24+ hours after create date.
* The SLA is already breached for Project 2

Issue:  For the tickets, can the SLA start counting from the time it's move to Project 2 instead of the Create date in Project 1?

Joseph Chung Yin · Answer

@Terri Yeago -

Hi Terri:

What Krai mentioned on moved issue operation is correct and I agreed with him the issue creation date remains the same once it is moved.

Another option for you (although it is not idea), it may be a solution for you.

Here is my option for you to consider -

1) Create an automation rule where you clone the issue in project A based on some triggering event where you clone the same issue into project B.  In this case the issue is created in as an new issue in project B.

2) With the same rule, you can add an action to delete the original issue from project A once it is cloned in project B.

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Kai Becker · Answer

Hi @Terri Yeago ,

the problem is, that the created date timestamp will not change on project move.

There is a similar solution for a problem here. Maybe this workaround works for you to.

There is also a feature request for SLA resetting, but I don't think this will be implemented anytime soon: https://jira.atlassian.com/browse/JSDCLOUD-194