SLA doesn't change when changing the issue type

[Bjarke Røjgaard Jensen]

Hi,

We have set up SLA in our service desk project and the SLA are set up different for each issue type. This works as it should when the issue is created on a specific issue type, but if we change an issue from one issue type to another, then the SLA is not changing with the issue type.

For "Incidents" we set up "Time to first response = 7:30 hours", but for "Service Requests" there are no SLA for "Time to first response". If I create a "service request" and then change it to an incident, the SLA for "Time to first response" doesn't apply. If I create an "Incident" and change it to "Service Request" the SLA for "Time to first response" doesn't go away.

Sometimes it just stops working all together.

[Kateryna_v_SaaSJet_]

Hi @Bjarke Røjgaard Jensen @Ursula Eitzen @Amali 

We did a similar case using the SLA Time and Report for Jira add-on (developed by our company), but it can also be repeated in JSM.

Just set one issue type as the Start SLA condition and all others as the Stop condition. In the second SLA, accordingly, a different type of issue is on the Start, and the others on the Stop.

For your case, it will look like this:

I hope I understood your request correctly and this solution will be helpful to you. With a 30-day trial, you can try it yourself.

Best regards,
Kateryna Vyshnevetska
Product Marketing Manager at SaaSJet

[Dirk Ronsmans]

@Bjarke Røjgaard Jensen ,

could you share your SLA configuration? Mainly your goals here would be helpful.

Afaik, the trigger itself isn't a factor when moving to another issue type. Your goal definition however would define when a certain SLA Goal (the hours) are being applied.

[Jack Brickey]

Theory - your SLA has “issue created” for starting the SLA. If you perform a move of an issue you miss the trigger of course. Inspect your start/pause/stop rules.

[Bjarke Røjgaard Jensen]

Hi @Jack Brickey 

That sounds plausible, but how would I create a SLA, that had a moved or request type changed trigger? Are there any way I could get it to trigger on move or request type changed? Maybe I am going about this in the wrong way?  

[Ursula Eitzen]

Hi @Bjarke Røjgaard Jensen

Have you been able to resolve this issue? I am struggling with the same situation as the start conditions are very limited.

Thank you,
Ursula

[Amali]

Hi @Bjarke Røjgaard Jensen @Ursula Eitzen @Jack Brickey 

I'm late to the conversation but I'm experience a similar issue and would like to know if there are established solutions already to this.

Thank you,

Amali.

[gijs verstraete]

I have the same problem, reached the same conclusion, but knowing what the problem is, doesn't bring me any closer to a solution?

[Jack Brickey]

Hi @gijs verstraete , as this post is rather dated I recommend posting a new question detailing your exact situation. This will ensure more eyes on your question.

[gijs verstraete]

hi @Jack Brickey , 
Thx, but issue's that are rather dated and still don't offer a complete solution, are more an "Atlassian problem" than a "gijs problem".
But I'll make a copy of this issue as a new, thx for the tip. 

[Jack Brickey]

Hi @gijs verstraete , the reason I suggested a new post is based on how the Community works. The Community is a public forum primarily supported by Atlassian customers, such as myself, and partners. Indeed there is a great deal of involvement from Atlassian employees but not so much from an official support perspective. More importantly, old posts will get very limited attention. This is because Community Leaders and others are looking at new unanswered posts. When someone posts to an older post that has answers the only people that will see this are those that have previously engaged which is why I saw it. I hope this makes sense.🙏🏼