How to recalculate the resolution time (SLA) when the priority is changed

Question

I'm trying to get the system  to automatically recalculate the resolution time when the priority is changes on a ticket

User Cases,

Ticket comes in a default priority is assigned and the resolution date set to 3 days.
Ticket is reviewed and it priority increased to a critical issue the resolution date needs to be set to 1 day instead of 3.

Ticket comes in a default priority is assigned and the resolution date set to 3 days.
Ticket is reviewed and it priority decreased to a trivial issue the resolution date needs to be set to 5 days instead of 3.

I do not have a Reset Condition available on my conditions list.

Does this have to be done via an automation rule?

Lisa Forstberg_o85gu4 · Accepted Answer

Hi @Paula Lyon-Lee ,

If you have different goals assigned for different priorites in the "time to resolve"-SLA it will automatically recalculate as soon as anyone is changing the priority of the issue, if the SLA cycle is still open, ie running.

If the SLA cycle has ended, ie stopped, it won't go back and re-calculate if a user is changing the priority field.

best regards

/L

Dirk Ronsmans · Accepted Answer

In addition to the info @Paula Lyon-Lee  has provided, if you want to force a recalculation (destructive) you'll have to use a webrequest.

https://confluence.atlassian.com/jirakb/how-to-use-automation-to-recalculate-sla-on-a-specific-issue-subset-of-issues-1255455124.html

Other than that any running/paused SLA's will indeed recalculate automatically based on your goals. Stopped cycles (breached and not) will remain (unless you force it through webrequest)

Paula Lyon-Lee_mxeq30 · Accepted Answer

Dirk and Lisa were spot on the timescales should have recalculated.

The reason my timetables where not recalculating was because the goal rule was set to the wrong type.

"Request Type" = "Technical Support" where it should have been pointing to "Email request"