Jira Service Management SLA Reset When Issue Moves to Different Project

[Erin Griffin]

Our organization uses Jira server and within Jira Service Management we frequently move issues between our various projects. Is there a way to reset the business hour to acknowledgement SLA when the issue moves to a new project?

[Mark Segall]

Hi @Erin Griffin - I always recommend to clone and link rather than move issues between projects for this reason.  SLAs are intended to be based upon a single project with a fairly linear flow.  You can get complex with them, but as soon as you start moving things between projects, SLAs will be impacted.

[Erin Griffin]

Thanks, Mark. With how our Jira Service Management is set-up majority of customer requests filter through the Help Desk Project first to be triaged and then routed appropriately. Most times, the issue is just simply passed on to the appropriate team's Project but because it started in the Help Desk Project the SLA that was assigned within that Project sticks with the issue. This leads to inaccurate SLAs and reporting outcomes. I'm looking for a way around this, if there is a workaround. Any thoughts?

[Mark Segall]

There's a couple ways around this, but you need clear lines of SLA as it pertains to help desk and the ultimate destination project.  For example:

Time To First Response could be From the time it's created until something happens while still in the help desk project (e.g. a status, a comment, a label... anything you can key off of). 

Then when it gets moved to the destination project you could have an automation rule set the next parameter (e.g. transition to In Progress) which would kick off your next SLA

Hope I'm making sense.  The main thing is establishing clear cut-off points while it's still in the help desk project so that you don't have any active timers running when it is ultimately moved.

[jbedar]

Currently when we move a ticket to another JSM project, the default status is "Waiting for Customer" - I'd like to set that to "New" (based on our workflow of course). Can you advise on where I can make that change to the 'default' status?

Thanks.