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Change time to resolution SLA

Eduard Diez

Hi community.

I need to change the time to resolution in the issues that the state is reopen.

When a issue is reopen for the client in the service desk the time to resolution must be 0 and not the old time plus the new.

Whith Script rumner I can do this?

Thank's

Accepted answers

Jack Brickey

Have you considered implementing a new SLA "Reopen TTR". In other words leave the original TTR 'closed' and start the Reopen TTR on reopen transition. this would necessitate adding a "Reopened" status.

Dirk Ronsmans

Why would you use Scriptrunner for that?

What you seem to want is a Multi-Cylce SLA, meaning an SLA that restarts completely.

https://confluence.atlassian.com/servicemanagementserver/example-creating-an-sla-with-multiple-cycles-939926419.html

And an article that could explain it a bit more (with or without an addon)

https://community.atlassian.com/t5/Jira-articles/SLA-time-with-Multi-%D0%A1ycle-and-First-Cycle-options/ba-p/1427757

All comments

Jack Brickey

Dirk Ronsmans

Why would you use Scriptrunner for that?

What you seem to want is a Multi-Cylce SLA, meaning an SLA that restarts completely.

https://confluence.atlassian.com/servicemanagementserver/example-creating-an-sla-with-multiple-cycles-939926419.html

And an article that could explain it a bit more (with or without an addon)

https://community.atlassian.com/t5/Jira-articles/SLA-time-with-Multi-%D0%A1ycle-and-First-Cycle-options/ba-p/1427757

Jack Brickey

interesting. I didn't even know they had added that. Guess I haven't created an SLA in awhile. ;-)

Dirk Ronsmans

Well the documentation is for server so I'm hoping that SLA is just SLA at this point

You don't have to set up anything special for it, the way I see it, if you STOP the timer and restart it it should go in to multi cycle mode.

If you however Pause it on Resolved and it continues/start's again on re-open I would think it add's the extra time to it.

Jack Brickey

not sure. i need to test this out. I was perusing the last article and it seems to reference SLA Time and Report addon for multi-cycle. My past experience (currently configured SLAs) always pickup the timer where it ended, i.e. doesn't reset to the SLA goal. But TBH I need to go play w/ it to see as it has been a long time since I really poured myself into the SLA behavior and cloud changes frequently.

Eduard Diez

I must talk whith the client but is a really interesting idea.

Thank's

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