Ability to reset the SLA in Data Center

Question

Hi
I have Jira Service Management in Data Center and I need to reset the SLA each time the incident returns to the same status, that is:
Status = TRANSFERRED = SLA 1h (And it starts counting)
Incident transitions to another status, the SLA ends and then returns to "TRANSFERRED", I need this same SLA to start again from ZERO.

Is this possible in Jira Service Management DATA CENTER? How?

Thanks!!

Seven B · Answer

...

Seven B · Answer

Hi Carla!

Thanks for your answer! Yes, I know, but the problem is that when the Issue returns to "TRANSFERRED", the clock calculates the time from the first transition to "TRANSFERRED".  I need that same SLA to start again from ZERO, not from the first transition. Do you understand? Is this possible in Jira Service Management DATA CENTER?

Carla Ann Rowland · Answer

yes, this will need to be tested. Go to the SLA transferred  or make a new sla.  Create a filter similar to this: if issue = service request and issue status was transferred. Have the sla clock start when the issue enters transferred status and the clock stops when status = changes to (check boxes for available new status out of transferred.