Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

SLA settings

Irina Harutiunian March 26, 2024

I need to do the following:
When the incident opens again after completion (Reopen status), I need the SLA to continue counting from where it left off, and not count again.

Is it possible to configure this in Jire?

1 answer

0 votes
Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 26, 2024

Hi @Irina Harutiunian 

Normally this is achieved by having the following actions:

  • - Start: On creation
  • - Pause: Resolution Set
  • - Stop: Status = Closed (and other final statusses)

This does imply that Closed = Closed so it  can not be re-opened from Closed.

Only when you have it Resolved, then you give the customer some time to respond and re-open the issue. Since the SLA was only Paused, it will continue to count once re-opened

 

Irina Harutiunian March 26, 2024

This might work - Thank You!

Irina Harutiunian March 27, 2024

@Dirk Ronsmans 
I have the following problem.
I have two statuses that are final - Won't do(User issue) and Won't do(Else),  but the incident can be reopened from these statuses. I paused SLA in these statuses, but the calculation will not end because they have already final statuses and I do not use my final status "Closed" for this cases. That's mean that SLA will be in pause all the time.

Can you offer a solution in this case?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events