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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

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Dirk Ronsmans
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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?

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