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SLA Timer on Changed Issue Type

Hi all, 

Situation: 
1. Issue is created as 'Service Request', JSM is set to hide SLA timer. 

2. Issue type is changed to 'Incident', JSM is set to begin timer on Issue Created (can't see an SLA rule for Issue Type changed.

3. Once Issue is changed from SR to Incident, SLA timer is still hidden (briefly appears when the page loads, but hides the same as if it was still an Service Request). 

Any advice would be appreciated as the two comments I found with the same question was left unanswered.

Thanks,

Luke

2 answers

0 votes

Hello Luke,

Welcome to Atlassian Community!

Testing on my local site, I created a simple SLA for tickets of issue type Incident.

Screen Shot 2021-02-19 at 15.19.13.png

Then, I created a new Service Request ticket and moved to Incident. The SLA worked correctly.

Screen Shot 2021-02-19 at 15.10.38.png

After moving to Incident:

Screen Shot 2021-02-19 at 15.11.31.png

Just for a better understanding of the issue, can you please share with us a screenshot of the SLA configuration?

Also, while you are viewing the affected ticket, open the developer tools on your browser and check the console tab. If it shows any error, please share it with us.

Kind regards,
Angélica

0 votes

Hi @Luke Ryan 

You can try SLA Time and Report app (developed by my team). It has flexible options for setting start/pause/stop conditions: you can select any issues fields (default or custom) for them (issue type, project, label, priority, etc.)

Let me know if you will have questions.

Regards

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