Jira SLA that is NOT repeated

Question

We have created a SLA (Jira Service Desk) that starts counting when an issue enters status #2 in the workflow and stops at status #4 or Resolved.

But when an issues is Resolved and then reopened - then it enters status #2 again - and the SLA is restarted (as if it is a new issue).

Is there any way that we can avoid this? So that once the SLA has stopped counting (not paused), then it cannot restart?

Jack Brickey · Accepted Answer

Try something like this. Use a label or similar qualification for reopened issues and exclude the label in your goals. Add the label (sla-exclusion) via a post function on reopen transition. The goal should look something like this:

....and labels != sla-exclusion...

I have not tried this but should work. You will need to consider potentially clearing the label if there are conditions where you would want to restart the sla after adding the label.