Fix a failed SLA

[Bobby]

Hello all,

Still a newbie to Jira service desk so please be nice 😊

I did a demo for my manager on Jira Service Desk and he has asked the following question and I can’t seem to find an answer.

Is it possible to go back and fix a failed SLA on a ticket .e.g. the On Prem version went down or we had connectivity issues to the cloud version. The engineer verbally responded to the customer and fixed the issue but was not able to update the ticket to save the SLA. Or an engineer is working on a number of tickets and did not put the ticket in the correct status (Both response and resolution) and choose to ignore the email notifications.

Many thanks

Bobby

[Jack Brickey]

You really can’t reverse things. The only thing you can do along these lines is if you have different SLAs based on say priority you can change the priority which will change the SLA interval.