Is there a way to set for an SLA to change once a priority of an issue is changed to a different priority with different SLA, but without resetting the previous counter?
For example case was raised as a P1 with 4 hours resolution time, but it got downgraded to P3 with 24 hours resolution time. I want the SLA to change, but without completely resetting the previous time but at the same time, it doesn't carry over the previous timer as well.
Hi @Carlos Osorio ,
I'm lost at this part: "... I want the SLA to change, but without completely resetting the previous time but at the same time, it doesn't carry over the previous timer as well. "
Iterating over your example, as soon as the P3-SLA kicks in, the issue will be out of the P1 SLA's scope, so no data will be present. The tricky part is to preserve the SLA data from the previous P1- SLA. Is this a hard requirement?
Based on the comment made here, I believe there are two possible configurations.
Let me know if you have any questions.
Welcome to Atlassian Community!
It's possible to add different SLAs for each priority and once it's changed, the SLA won't be reset.
Actually, it's not possible to reset an SLA. There is a feature suggesting this:
I created this SLA as an example:
When changing the priority, just refresh the page to see the changes.
Please, give it a try and let us know how it goes.
I'm not sure this is possible at all. You can set a automation trigger if a issue changed priority but you cannot define if its up- or downgrade and there seems not to be a action for SLA changes in automation.
You could maybe create P1-P4 Status and link them with the SLAs but thats not a very elegant solution and it does not influence the real prioritylevel of a issue.
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