Resetting SLA timer on Jira Service Management

Question

Hello,

I have a requirements to achieve the SLA below

Priority 1
First response > 4hrs
Subsequent updates should be every 8hrs.

How can I achieve this on my Incident request where if I replied or commented on the ticket the SLA should reset at 8hrs?

I can only set the time to resolution but this will not work on our current SLA agreement.

Does anyone have done this before?

TIA.

Jeffrey

jeffrey.wee · Answer

Hi @Carlos Faddul thanks for your comment. I think I somehow solved this issue. What I did is to stop the SLA count every comment made to customer and start it when it goes back to Work in Progress which I tested the SLA "Time to Resolution" are being reset. Not sure if I did it correctly but so far it meets my requirements :)

Carlos Faddul_kqcedv · Answer

@jeffrey.wee

In this case, you can use a workaround to do this.

Firts you will need a post function in your status to set a value in a custom field.
Second you will need to clear the SLA field that you desire 8 hours.

But if i can suggest, why you to not build a workflow to attempt this business rule, with status to trigger a new sla and not set only in the "time to first response"?