SLA changes as ticket priority changes

[bruno_martins]

I would like to know if it's possible to configure the system to automatically recalculate a ticket's SLA. Currently, when we change the priority (for example, from 'High' to 'Medium'), the initially defined SLA does not automatically adjust to reflect the new priority.

[Alina Kurinna _SaaSJet_]

Hi @bruno_martins

Yes, it’s absolutely possible to automatically recalculate SLA when a ticket’s priority changes, especially if you’re open to using a Marketplace app. I’d recommend checking out SLA Time and Report for Jira, which offers different ways to handle this scenario:

1. Reset SLA when priority changes

You can use the Reset SLA feature to automatically restart the SLA timer when a specific condition is met, in your case, when the priority field changes.

This ensures that the SLA timer starts fresh and applies the updated goal logic.

2. Link SLA goals to preserve time when priority changes

If you'd prefer the SLA to continue counting time instead of restarting (but still reflect the updated goal), you can use the Link Goals option.

When enabled, changing the priority will update the SLA goal while keeping the already elapsed time. No time is lost; just the remaining time is recalculated based on the new target.

This works when you have “Context by” configured for your goals.

3. Auto-actions when SLA is exceeded

You can also configure automatic actions when the SLA is breached, for example, auto-change the priority or assign to another agent, depending on urgency.

Let me know if you have any questions!

Regards!