I need to change the time to resolution in the issues that the state is reopen.
When a issue is reopen for the client in the service desk the time to resolution must be 0 and not the old time plus the new.
Whith Script rumner I can do this?
Why would you use Scriptrunner for that?
What you seem to want is a Multi-Cylce SLA, meaning an SLA that restarts completely.
And an article that could explain it a bit more (with or without an addon)
Well the documentation is for server so I'm hoping that SLA is just SLA at this point :)
You don't have to set up anything special for it, the way I see it, if you STOP the timer and restart it it should go in to multi cycle mode.
If you however Pause it on Resolved and it continues/start's again on re-open I would think it add's the extra time to it.
not sure. i need to test this out. I was perusing the last article and it seems to reference SLA Time and Report addon for multi-cycle. My past experience (currently configured SLAs) always pickup the timer where it ended, i.e. doesn't reset to the SLA goal. But TBH I need to go play w/ it to see as it has been a long time since I really poured myself into the SLA behavior and cloud changes frequently.
The way I interpret is (and that could be horribly wrong):
The article I mentioned does include an app but I only included it cause I liked how it visually represented the multi cycle part :)
you are correct! I just tested and in fact the SLA does "start over" on reopening.
Start: Issue created, resolution cleared
Pause: Waiting for customer
Stop: resolution set
I clear the resolution on the reopen transition
TBH, I have no idea why I thought it picked up where it left off. Either I'm just off base or maybe it did that at one time. Regardless glad to have this cleared up.
So now, @Eduard Diez i'm confused as to what you are seeing and why.
Perhaps I shouldn't have added that link. You dont need the app to do this.
if you just create an SLA with a Stop condition on the Resolution:SET and a START condition when you re-open it it will give you the full goal again and reset the count.
No apps needed. I just included that link to the article with the app as it explains the multi-cycle SLA concept visually :)
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