Since Service Desk issues are based on predefined SLAs, field "due date" is no longer applicable at customer portal level. Is there a way to propagate the SLA(time to resolution) value to the cloned JIRA issue (such as due date field) so that 2nd level support have an indication on issue resolution deadline?
There is no way to do this automatically. You will have to write a plugin to set the due date on the cloned issue.
We have a customer for whom we wrote a similar plugin and they even had complex rules in finding the due date because the SLA was the date they promised and dev team needed an earlier date as due date!
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs