Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why SLA is restarting?

Since we've migrated our jira to cloud, i could realise the SLA Time to Resolution is always restarting when a ticket is reopened,  However, this wasn't happening into the Jira Server.

 

I found something that might be the reason, although we had always the same configs, since the begining. In the workflow, it was made a config that when a ticket is reopened, the resolution will be cleared, as necessary to don't create any problem when searching for opened tickets. 

WORFLOW.png

 

But, when you look into the SLA configs, it was defined that the counting will start also when the resolution field be cleared, 

sla.png

 

Well, i would know please where we're making a mistake, and also how could we solve this, in order to when the next ticket be reopened, the SLA will keep counting where he was stopped, and not restarting again.

1 answer

1 accepted

1 vote
Answer accepted

Hi @Felipe Dorocinski ,

That is indeed normal behavior that a SLA restarts with thsese START and STOP conditions.

The only way to fix this is to:

  • remove the start condition on the "Resolution: Cleared"
  • move the Resolution: SET to the Pause condition.

 

This way when you have a resolution set it will pause the timer (you will need to add a new STOP condition, like a Closed/Done status) and it will continue to count when the resolution is cleared aka no longer set.

That atleast is how I resolve this (without any addons)

This works like that to be able to do "multi cycle SLA's" which is normally not what you want for these..

https://confluence.atlassian.com/servicemanagementserver/example-creating-an-sla-with-multiple-cycles-939926419.html

Hi @Dirk Ronsmans 

I would like to thank you for your help! I made the changes suggested and could realise that its working well again!

 

Have a nice week! :D

Like Dirk Ronsmans likes this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Marketplace Apps & Integrations

Bitbucket Smart Commits vs. Genius Commits - What's the difference?

If you already heard about Smart Commits in Bitbucket, know that you just stumbled upon something even better (and smarter!): Genius Commits by Better DevOps Automation for Jira Data Center (+ Server...

106 views 0 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you