Hi. I've established a simple SLA that starts when a Service Desk ticket is created and stops when we designate an Assignee to the Request based on Assignee: Changed condition. It works fine in this setup.
The problem occurs when someone clones a ticket and the Assignee field is already populated, so the Assignee field doesn't change per se. I also create automated sub-tasks which grabs a username from another field in the form and populates the Assignee field with it.
Ideally, I'd like to base the SLA simply around the Assignee field not being empty but this condition doesn't appear in the SLA criteria to select. I have Project Admin only, not system. Is there a way to do this in JQL?
Thanks Liam. It didn't unfortunately. I think because there's no real 'change' in the field this is the challenge as the change happens instantaneously.
Just thought about something that will fix this in the interim. I will add an additional label on the automated subtasks and I'll exclude that label from the SLA counter.
As for the manual cloning of tickets it's one team member whose tickets are auto-assigned anyways so the SLA trigger is not needed for his tickets to begin with.
I think I have my workaround but would be good if there's a system-based solution that addresses this.
Just an update. This work around is good with the auto-subtask creation but does not work with the cloned tickets at this point. For those who are using the Clone process I've asked them to manually add the same label as above to those specific requests and that has allowed me to bypass the SLA as a result. Kind of a hack-job but it'll work for now :)