Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

SLA and custom field

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!!

2 answers

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.2021-01-26_18-37-58.png If you need help, let me know.

Regards

Zoryana

0 votes

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. 

Screen Shot 2021-01-27 at 11.28.32.png

Screen Shot 2021-01-27 at 11.29.21.png

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

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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

196 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you