Since Service Desk issues are based on predefined SLAs, field "due date" is no longer applicable at customer portal level.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!
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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