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Reset SLA In JSM cloud when issue reopened

bhanu teja November 2, 2023

How to Reset SLA in jsm when issue reopened 

 

 

2 answers

1 vote
Marko Blagus
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November 2, 2023

Hello,

 

When an issue is reopened, by default the Time to resolution SLA is reset. However, the Time to first Response SLA doesn't.

To reset he Time to first Response you need to have post function to clear Resolution field on your reopen transition and add to your SLA Start condition: Resolution cleared.

Both steps are explained here.

Hope this helps.

 

Best regards,

Marko Blagus

bhanu teja November 2, 2023

Hi @Marko Blagus 

In Post function I couldn’t find the clear Resolution function Do we need to have any plugin

Marko Blagus
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
November 2, 2023

Hello,

 

You need to pick Clear Field Value post function, and than pick a field Resolution.

 

Best regards,

Marko Blagus

0 votes
Kian Stack Mumo Systems
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November 2, 2023

@bhanu teja

 

Try to modify your SLA so that one of the start conditions is "resolution cleared".

 

Screen Shot 2023-11-02 at 1.29.53 PM.png

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