SLA should run only one time

[Simone Kaden]

Hello there,

I do have an issue, that a SLA will start a second time, if the start condition is reached again after the SLA is completed or breached for the first time.

The start condition is:

- entered status "Waiting for 2nd Level"

and the end condition is:

- entered status "2nd Level"

If the ticket has already been in the status "2nd level" and there is the need to transition it back to the status "waiting for 2nd level" the SLA should not start over again.

Can anybody help me?

[Alex Koxaras -Relational-]

Hi @Simone Kaden 

Is this a question about Confluence, as you state on your initial post, or about JSM?

[Simone Kaden]

Hi @Alex Koxaras -Relational- ,

this is about JSM, did i state it as a confluence problem?

[Alex Koxaras -Relational-]

Yup, but I changed it category :) 

[Alex Koxaras -Relational-]

Now, out of the box you can't do what you want, at least not without adding another condition. From the way I see it you:

• Either create a new status which issues will go so that they will not pass again from the same status
• Add a new condition (e.g. issue assigned)
• Use an app from the marketplace which is more versatile