JSM SLA reset/recalculate when field changed

[Albert Manuel]

Hello,

We have an SLA where:

• It starts when an issue is created.
• It's stopping when a resolution is set.

The goals are a bit different:

• If field Type = Web the goal will be 1h
• If field Type = Internal the goal will be 2h

Now everything works.

BUT

Some ppl create the ticket with the type "Web," and the SLA starts with 1h, but the support team decides that the ticket should be, in fact, "Internal." They change the option of the field into the internal - at that point, we expect the SLA to "reset" or something so that the SLA will be 2h - this doesn't happen - it this possible somehow?

Thanks.

[Vitaly_Berezovsky_SaaSJet]

Hi

You can install an add-on SLA Time and Report from the Atlassian Marketplace.

This add-on has a reset SLA feature: In the configuration menu, you can select the condition for SLA Reset.

This option allows you to configure conditions when the SLA timer resets every time a specific condition is met and starts running again only when the Issue is on the Start condition.

Here, you can select a necessary condition from the list, except the ones you have added to the Start/Pause/Stop conditions. When you select this condition, the timer stops ticking for the particular Issue when the condition is met and starts ticking again after meeting the Start condition.

The list of the reset conditions depends on your project settings but can include only default Jira fields, such as:

• Assignee
• Comment from
• Issue Type
• Labels
• Priority
• Reporter Status

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.

[Dirk Ronsmans]

Hi @Albert Manuel ,

As long as your SLA is not yet Stopped it should re-calculate to your new goal.

Once stopped it will of course not recalculate so you cannot "fix" breached SLA's :)

Are you changing the Type field while it is still ongoing or after the Resoltion has been set?

[Albert Manuel]

Hi @Dirk Ronsmans this happens before the resolution is set..but somehow the new goal is not applied to the tickets and i was expecting to happen...

[Dirk Ronsmans]

Could you share screenshots of your SLA configuration? Details matter :)