Can I keep the SLA timer running if I move issues to another project?

[Judy Forrister]

We use JSM and currently only have one project.  We are considering splitting that project into 2 - lets call them A and B. 

Tickets would come in to Project A and be dealt with & closed if possible.  If not, the ticket may need the attention of someone in Project B so we would move the ticket.

The issue is that we all work to the same SLA and the timer starts when the ticket is created in Project A. When the ticket is moved to Project B, I need the remaining time to resolution to be whatever it was at the point the ticket is moved and not to have to restart the SLA clock.

Is this possible or should we just stay in 1 project? 

Thank you!

[Harshit Grover · Accepted solution]

Hi Judy, 

If SLA continuity is critical and the processes for Project A and B are closely tied, consider keeping one project.

However, one of the workaround would be using automation to update SLA timers.

Automation Rule in Project A:

• Set up an automation rule in Project A to add a timestamp or custom field value (e.g., remaining SLA time) before moving the ticket to Project B.
• Example: Use the Edit Issue action to store the remaining SLA time in a custom field.

Automation Rule in Project B:

• Set up a rule in Project B to use the stored SLA value and continue tracking time. You can recalculate the SLA based on the value from the custom field.

Regards,

Harshit

[Judy Forrister]

Thanks Harshit.  My gut feeling is to keep everything in one project rather than have automations (particularly as there is often lag time before automations actually run which could impact the SLA time calculations.