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Change time to resolution SLA

Hi community.

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?




2 answers

4 votes
Dirk Ronsmans Community Leader Jan 19, 2021

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)

Jack Community Leader Jan 19, 2021

interesting. I didn't even know they had added that. Guess I haven't created an SLA in awhile. ;-)

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.

Jack Community Leader Jan 19, 2021

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.

Dirk Ronsmans Community Leader Jan 19, 2021

The way I interpret is (and that could be horribly wrong):

  • If you pause a counter, the time is added to the goal/countdown paused
  • if you stop a counter and start again, you reset the goal

The article I mentioned does include an app but I only included it cause I liked how it visually represented the multi cycle part :)

Jack Community Leader Jan 19, 2021

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.

Like Dirk Ronsmans likes this
Dirk Ronsmans Community Leader Jan 19, 2021

I somehow feel that this is a bad implementation of the default SLA's when you create a JSM project but let's leave that up for discussion :)

@Eduard Diez if you have it set up like @Jack  mentions here it should reset to 0 (well it will give you your entire goal again instead of adding time)

The article is interesting but the application is paid, 

So I read the article and I try. Thank's

Dirk Ronsmans Community Leader Jan 19, 2021

@Eduard Diez 

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 :)

3 votes
Jack Community Leader Jan 19, 2021

Have you considered implementing a new SLA "Reopen TTR". In other words leave the original TTR 'closed' and start the Reopen TTR on reopen transition. this would necessitate adding a "Reopened" status.

I must talk whith the client but is a really interesting idea.


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