How to Reset SLA in jsm when issue reopened
@bhanu teja,
Try to modify your SLA so that one of the start conditions is "resolution cleared".
Hello,
When an issue is reopened, by default the Time to resolution SLA is reset. However, the Time to first Response SLA doesn't.
To reset he Time to first Response you need to have post function to clear Resolution field on your reopen transition and add to your SLA Start condition: Resolution cleared.
Both steps are explained here.
Hope this helps.
Best regards,
Marko Blagus
Hi @Marko Blagus
In Post function I couldn’t find the clear Resolution function Do we need to have any plugin
You need to pick Clear Field Value post function, and than pick a field Resolution.
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