How to have SLA from JSD parent issue apply to a create issue in a project

Question

Scenario:

The scenario for this is a request comes in to the service desk and we want to then break it out as an issue(s) for one of the 2nd tier support groups which exist in a seperate JIRA core / software project. Ie a DBA task. We cant track these as subtasks as there will be subtasks off the new issue , ie the request for a database change comes in through our service desk portal. This needs to be moved to our DBA team as multiple subtasks off a newly created and linked issue to the parent issue in JSD. The SLA needs to be applied to all the other related issues.

How can we do this?

Athena Petridou [Nimaworks] · Answer

Hey,

Firstly, you should know that SLAs work within the JSD project and only.

So if the escalated new issues are in projects that are not ServiceDesk projects you cannot put SLAs.

Finally, in order to avoid using post functions to create issues, I would suggest the addon of Bob Swift Clone+ It gives you the right to clone the issue to another project and autolink them.

Now, if you must put SLA on the time that you are waiting a response on the linked issue, you can create a simple step/transition on your workflow "Escalated" and put an SLA on that Status.

I hope that helped.

BR, Athina