How do you reset SLAs

Question

Use Case:

One of our SLAs is to update P1 tickets every 7 days (automatically) until it is marked as resolved.

The ticket created on 20th April 2023, FRT was fulfilled, the next SLA that is supposed to kick in is "update in 7 days".

The response is due on 27th April, the assignee left an update on 7th April 2023. Once this SLA is fulfilled, how do I ensure the same SLA to update the ticket again in 7 days (on 4th May 2023) kicks in successfully?

I am unable to reset the SLA every 7 days on the same ticket (automatically) until it is marked as closed.

Can anyone suggest if it's possible to do this on JIRA Service Management or there are any add-ons I can use to achieve the above use case?

Joseph Chung Yin · Answer

@Devyani

I am not aware of any add-on at this time.  Here is a posting that you may want to take a look on a possible workaround using WF customization - https://community.atlassian.com/t5/Jira-Service-Management/Resetting-the-SLA-clock-in-Jira-Service-Management-Service-Desk/m-p/2078605

Hope this helps.

Best, Joseph

Devyani_3c7bua · Answer

Thanks Joseph

Is there any add on I can use as a work around in the meantime to achieve this?

Joseph Chung Yin · Answer

@Devyani -

Welcome to the community.  Based on my knowledge, it is not possible in the CLOUD env.  Please add yourself as a watcher of this pending enhancement request - https://jira.atlassian.com/browse/JSDCLOUD-194.

Of course, you can also reach out to Atlassian Support (https://support.atlassian.com) for further assistance as needed on this future functionality.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.