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Time to Assign SLA is not working on cloned or Auto-created subtasks

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? 

Time in Unassigned SLA.jpg


3 answers

0 votes
Olga Videc Community Leader Mar 26, 2021

Hello @Richard Imbrogno 

Yes you can add JQL to SLA, under goals just add a new rule

What this does is start SLA only if Assigne is unassigned.

All remaining issues no target means, that SLA won't be set/start on those issues.


BR, Olga

0 votes

Hi @Richard Imbrogno ,

Do you use Server/ DC or Cloud?

Hi Gokce. We use Server/DC here. Thank you

0 votes

Hi @Richard Imbrogno 

Does adding the option "Assignee: From Unassigned" to the Stop criteria do anything? 

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.

Like Liam Green likes this

Sounds like the workarounds are a good interim, which is great.

We have similar challenges in our own instance, so hopefully Atlassian will beef up SLAs in the future

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 :)

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