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SLA not calculated properly at the time of moving from one project to another project

Kalyan Kumar Das April 17, 2020

We are facing an issue in JIRA Service Desk 4.2.3.

When agent is moving the ticket from Project A(HR) to Project B(IPAG) then SLA is not calculated properly as per new request area[i.e. Custom Field Name].

I.e. if new department is having 9 hours of SLA then , ticket should allow agent to resolve ticket for minimum 9 hours .

But in current scenario SLA is calculated on the creation date due to which agents are not getting sufficient time to resolve the tickets.(i.e. 9hours – times spent in previous department).

We had created a script listener for moving the ticket which is provided below:

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.index.IssueIndexingService
import com.atlassian.jira.issue.Issue
import com.atlassian.jira.issue.IssueManager
import java.sql.Timestamp
import com.atlassian.jira.component.ComponentAccessor
import java.text.SimpleDateFormat
import java.sql.Timestamp
import java.util.Date
def changeItem = event?.getChangeLog()?.getRelated("ChildChangeItem")
def sourceProject = event?.getChangeLog()?.getRelated("ChildChangeItem")?.find {it.field == "project"}?.oldstring
def targetProject = event?.getChangeLog()?.getRelated("ChildChangeItem")?.find {it.field == "project"}?.newstring
def issue = event.getIssue()if (sourceProject && sourceProject != targetProject){
    issue.setCreated(new Date().toTimestamp())
    def issueIndexingService = ComponentAccessor.getComponent(IssueIndexingService)

Kindly suggest us how to fixed this.


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