SLA query (reset counter after workflow change)

[Karoline Rezende Ramos]

Hello everyone!

I need some help:

I would like to configure an SLA in JSM for two situations that we need to audit, but if the customer changes the ticket status to "Review" I would have to reset this counter to zero. Is there any way to configure this?

For better understanding, I will explain the situations and needs:

Currently, we have issue change and we would like to audit the cases that the change is still in status awaiting approval, but the change implementation date/time has passed.

Second case, implementation date/time has passed 1 hour and the change is still open.

But from the approval status and awaiting implementation status you can go back to the review status in which you can modify date/time or any information of this change, then starts a new flow, so I would like to know if there is any way to generate these SLAs when returning to the review status.

[Anthony Morais · Accepted solution]

Hi @Karoline Rezende Ramos 

This app seems to answer your request, configuring the SLA reset in some workflow transition.

See the doc here: https://confluence.snapbytes.com/time-to-sla/create-your-sla/configure-an-sla/reset-an-sla

Hope it works,

Anthony

[Tuncay Senturk _Snapbytes_]

The documentation link has changed. Here is the new and up-to-date one: 

https://appfire.atlassian.net/wiki/spaces/TTSC/pages/36799529/I+need+a+reset

[Anthony Morais]

Thanks Tuncay!!

[Karoline Rezende Ramos]

@Anthony Morais @Tuncay Senturk _Snapbytes_ 

Hello!

I use Jira Cloud and as I understand this feature is only available if you have a plugin/app, is there any way to accomplish this with the native features?