Transfer the SLA from one issue to another issue.

KosalaPrince

We need to used the same SLA among two issue type. As a example

Issue types are "A" and "B" 

SLA = 30 mins

The support team is working on issue type A. After 15 minutes, the support team creates a new ticket under issue type B and remove the issue that created under A (this was done through automation). Is there any way to transfer the remaining SLA time from A to B, then remaining time on the new ticket created under B will be 15 minutes

Rachel Wright

Hi @KosalaPrince , I might have the start to an answer for your question. Since you're already using automation, I did a little test to see if the SLA remaining time information could be accessed. Good news - it can!

I created a test rule where I was simply writing the value of the issue's remaining SLA time to the automation log, just to see if the info could be obtained.

Here's the smart value I used: 

{{issue.insert-rule-name.remainingTime.friendly}}

e.g. {{issue.Time to first response.remainingTime.friendly}}

Here's some great documentation that helped me figure out this format: https://confluence.atlassian.com/jirakb/how-to-find-smart-value-of-sla-component-of-jsm-issues-1167828367.html

Here's the test rule with the smart value written to the log.

Here's the result in the log, proving we can at least access the needed info.

And here's the related Jira issue to compare the result in the log to.

So the nest step is to see if you can push the SLA info into a new issue as part of the issue creation process you already have. I've done this with other data (just not with SLA data) so I think it's worth a try!

OR, maybe someone else in the community has a better idea to share??

Hope this helps get you started!

Rachel Wright
Author, Jira Strategy Admin Workbook