How SLA work when has 2 start point

my_4anag2

Hi all, please help me about SLA

In matrix time  I select 2 items for Start

1.  Issue created

2. Assignee: change

Stop when Enter status: Done

SLA goal is 1h.

Step:

I created ticket when SLA counted 30min I changed assignee but SLA count didn't recount 

I think when I changed assignee then SLA should recount

Olga Videc

Hello @my 

You mean the SLA should reset?

No, it doesn't work that way SLA is triggered by one of those events, and by default, it can't be reseted.

If you want SLA to reset you will need a plugin.

BR, Olga