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.
Welcome to Atlassian Community!
Testing on my local site, I created a simple SLA for tickets of issue type Incident.
Then, I created a new Service Request ticket and moved to Incident. The SLA worked correctly.
After moving to Incident:
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.
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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