Can anyone advise on easiest way to reset an SLA breached in error?

[Tim Bonney]

In JSM (Cloud), we have automation rules that change the status of a case to 'In Progress' whenever a customer comments on an issue that is in a 'Waiting on Customer' status. The assumption, which is true more often than not, is that they are providing whatever information we've requested of them when we placed it in 'Waiting on Customer' status.

However, oftentimes we find that when the customer responds, they are simply commenting but not actually providing the data we need to proceed. As a result, we have seen this process result in our Time to Resolution SLAs being breached in error, because the issue should have remained in 'Waiting on Customer' status (SLA clock is paused while in this status) the entire time.

Has anyone else experienced a similar situation and has anybody figured out an easy way to create some sort of automation rule to be used by admins that will reset a breached SLA when necessary in situations like this?

Any guidance is appreciated. Thanks in advance.

[Marc - Devoteam · Accepted solution]

Hi @Tim Bonney 

You can look at this community article on suggestions, The-easiest-way-to-Reset-SLA-in-Jira-Cloud 

This as otherwise there is no easy solution on resetting an SLA, see also feature request JSDCLOUD-194 

[Tim Bonney]

Thank you Marc.