SLA and custom field

[Ivan Barnade]

We are trying to copy a custom field to another through a plugin automation, using automations or post function.

We want to calculate the time that a ticket is assigned to each team and remains until it gets assigned to another team.

Thank you!!

[Zoryana Bohutska _SaaSJet_]

Hi @Ivan Barnade 

If you were using JSM you can't select an assigned team for SLA condition, but you can try to create custom statuses for different teams (like here https://community.atlassian.com/t5/Jira-Service-Management/time-to-assign-sla/qaq-p/1443458) or add other custom fields.

You can also consider another tool as SLA Time and Report. It lets you set different assignees for a start and stop conditions. If you need help, let me know.

Regards

Zoryana

[Angélica Luz]

Hello @Ivan Barnade,

Welcome to Atlassian Community!

Regarding copying a custom field value to another field, I found this option only on the post functions. 

On the automation, I found similar cases that might help you:

•  Is it possible to copy a custom field value into the default Priority field?
•  Copying the Value from one field to a custom field using automation
•  Can I copy the value of one custom field to another using Automation for JIRA?
• [Automation for JIRA] copy value from Custom field 1 to Custom Field 2
•  Is it possible to copy a custom field value to for example the summary field in Automation?

Related to your second question about calculating the time a ticket is assigned to each agent, I'm afraid to say that it will be possible only using add-ons. There is no native functionality in Jira that calculates that. 

Please, take your time to test the add-on Zoryana mentioned, and also feel free to check other add-ons on our marketplace. 

Regards,
Angélica