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Ability to reset the SLA in Data Center

Seven B March 21, 2024

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?


3 answers

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Seven B March 25, 2024


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Carla Ann Rowland
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March 21, 2024

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.

Seven B March 22, 2024

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?

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Carla Ann Rowland March 21, 2024



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