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How to edit Service Desk SLA field values?

Angela Tran
Angela Tran April 20, 2017

It it possible to edit the SLA field values? We have a few issues that had the SLA timers still running (but shoul have stopped) because our rules were not properly configured. We fixed our SLA rules, and now we would like to go back and fix those issues that had the timers still running. 

Our logic would be to set it as the time in status Open to Resolved. 

We have the Script Runner plugin. 

 

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adammarkham
adammarkham
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April 27, 2017

Unfortunately it looks like the Service Desk Java API does not allow you to set the SLA to a specific value.

I've raised an issue with Atlassian to expose this in the Service Desk API: JSDSERVER-5067

Please vote on that and add further comments that may be useful to explain your use case in more detail.

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Shawn Masters
Shawn Masters
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July 13, 2017

Have you tried importing an updated ticket with the corrected SLA into the system? 

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