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Is it possible to change the SLA calendar during a workflow transition?

So, I have two teams in separate geo locations working on tickets in a single project.

I have a Time To Resolution SLA set up largely like:

JQL : IssueType = INC and ResponsibleTeam = APAC and Priority1
Goal : 14d
Calendar : APAC 9-5 (using the Melbourne Timezone)

AND

JQL : IssueType = INC and ResponsibleTeam = EMEA and Priority1
Goal : 14d
Calendar : EMEA 9-5 (using the London Timezone)

If I create a ticket for the EMEA team, and they then need to pass this over to the APAC team, the SLA timer is no longer counting correctly, as the EMEA calendar stays as the allocated calendar, but the team are working Melbourne hours.

Is there any way to programatically (Automation or Script Runner) change the SLA calendar to the APAC calendar, and have the timer operate correctly timezone changes?

 

Thanks in advance

Peter

 

1 answer

0 votes
Brant Schroeder Community Leader Feb 21, 2022

@Peter Harris There is not a way to do this that I know of.  You could always try and moving the issue between issue types that have different SLAs associated with them.

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