Why would SLA work incorrectly if reporter is same as assignee? Edited

In Service Desk documentation about Setting up SLAs: Setting up SLAs

At the end of the document in SLA usage it is written that SLA would work incorrectly if reporter is same assignee.


Having the same user assigned to both the reporter and assignee roles may cause your SLA to work incorrectly.

 


Could anyone tell me why is that? 

1 answer

1 accepted

0 votes
Accepted answer

Because SLA timers are based on knowing which side of the fence an issue is with - customer or operative.  If they're the same person, the SLA can't track which side it's on.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,531 views 15 21
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you