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The easiest way to Reset SLA in Jira Cloud

Hi, Dear community! I spent an unexpected amount of effort to find the easiest method to Reset SLA in Jira Cloud and was pleasantly surprised (and sometimes scared) by the ingenuity of users who shared their options. The further I read, the more it seemed that a simple method simply does not exist.

Even the documentation showed just workaround method through automation and there is only a ticket in Jira with Reset SLA as a feature request. This feature has already been implemented for the Server and Data Center, but it took 9 years, so waiting is not our option.

The Easiest Way to Reset SLA in Jira Cloud.png

After searching in good faith, I will now, without hesitation and in good conscience, reveal to you the simplest method I have found.⚠️ Spoiler alert: there is no simple built-in method, except with the help of third-party apps.

In order not to try to retell all the methods of resourceful users, I will make a selection here of a couple of the most popular of them and add links to original articles, discussions, or requests. Enjoy 😊.

Resetting the SLA clock in JSM 

The title contains a link to the original source.

The problem was that sometimes a request ended with the wrong team, affecting their SLA clock. To address this, I introduced new workflow statuses and transitions:

  1. Set up the "Waiting for Support" as the initial status after starting.
  2. Add "Send to Team A", "Send to Team B" and "Pending" statuses.
  3. Create circular transitions between these statuses.
  4. Implemented automation to move the ticket to "Pending" and then back to "Waiting for Support" when it transitioned to either Team A or Team B.
  5. Configured SLAs to start when the ticket is created or when it transitions to "Pending." SLA clock stops when the ticket is assigned, commented on, or transitions to Team A or Team B.

Resetting an SLA with automation

The title contains a link to the original source.

A client needed a way to send emails to issue assignees when an issue stayed in the "Needs Attention" status for too long. We employed SLAs to send emails on SLA breaches. To ensure ongoing reminders until the issue moved out of "Needs Attention," we introduced a "Reset" status with a restricted transition. This transition could only be triggered by the Automation For Jira add-on. 

The automation was simple: On SLA breach, send an email, transition to "Reset," and then back to "Needs Attention." 

The easiest SLA Reset with SLA Time and Report for Jira

πŸ‘ Clap to unlock performance: Reset SLA field in the SLA settings

4.png

This magic feature can be found in the SLA Manager of the SLA Time and Report for Jira add-on. This is a separate field for the SLA Reset condition directly below the Start-Pause-Stop conditions, and this condition only needs to be set. After that, if this condition is met, the goals will be reset to zero, and the score will start over.

That's all. It's that simple.

If you still do not believe, see for yourself! On the Marketplace page, you can learn more about the advantages of the add-on and use the 30-day trial.

I hope the article was useful. Have a productive day and a simple Reset!

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