Restarting SLA Counter

Wesley April

I created a new SLA in my service project that Ive attached a screenshot of. Basically I want to be able to have the SLA start and stop based on certain criteria that happen within the issue type "Task".

The SLA needs to begin when the Task is first opened and needs to start over when either the Customer writes a comment or a comment is written to the Customer. The SLA is finished when the ticket is put in the "Done" status. 

My main question here is how can I get the SLA timeframe to start over from the beginning based on my comments criteria?

 

Brant Schroeder

@Wesley April SLAs start, pause and end.  If you want the time to start over you will need to have the SLA end and then begin again.  I think what you are trying to do will be difficult because you are trying to start and stop the SLA on the same comment which I am not sure that will work.  You could use an automation to change the status on every comment that would start it again but I am not sure this is what you want.