There has to be a way to reset breached SLAs

[Tim Bonney]

Regarding: https://jira.atlassian.com/browse/JSDCLOUD-194

I find it hard to believe that this is not a larger issue for more users that this feature update, CREATED MORE THAN 12 YEARS AGO, still remains incomplete and listed for 'Future Consideration'!

If incorrectly breached SLAs, for any myriad of reasons is not an issue for other Admins out thee, I would LOVE to see how you all are handing it and whatever work around you all are implementing in order to reset them when breached in error.

Please share your solutions to this matter with me so that I can figure out how we can reset them when this happens. I have researched it and have attempted several workaround solutions through automation rules and configuration "tricks", but nothing has worked reliably and so I am reaching out to the community for some guidance.

Thanks in advance for any information you can share!

[Trudy Claspill]

Hello @Tim Bonney 

I found a reference to doing this with a third party app in this 2023 article:

The easiest way to Reset SLA in Jira Cloud 

[Tim Bonney]

Thank you Trudy. Have you actually used the SLA Time and Report Add-On, which has an SLA Reset function?

[Trudy Claspill]

No, I have not used that app.

[Alina Kurinna _SaaSJet_]

Hi @Tim Bonney !

I completely understand your frustration – this has been a long-standing limitation in Jira Cloud, and you’re absolutely right that incorrectly breached SLAs are a real pain point for many admins.

Just to clarify the comment above: I’m a marketer for SLA Time and Report for Jira, and the article mentioned there was written by my colleague. It focuses specifically on the challenge you described – how to reliably reset or recalculate SLAs when they were breached by mistake.

Unlike Jira’s native SLAs, our app supports reset logic as part of the SLA configuration itself. That means SLAs can be automatically reset based on defined conditions (status changes, field updates, comments, transitions). This approach tends to be much more predictable and transparent for admins.

If you’d like, I’d be happy to help. You’re also very welcome to book a 1:1 demo call with our PM. We usually walk through real workflows during these sessions and answer all questions live, based on your exact use case.

Regards!

[Tim Bonney]

Alina,

Thanks for the information. I'll start a free trial from Atlassian marketplace and see if this meets our needs. Thanks again.

[Alina Kurinna _SaaSJet_]

@Tim Bonney 

Always happy to help – feel free to reach out!