SLA settings

[Victor Lubuku]

Hi

I have 2 questions regarding SLAs settings

1. I have set the SLAs for time to resolution and for first response on the system and I have set the period as 4h or 80h as per the support desk calendar (10 working days of 8h) but when working on the ticket, the SLA times are displayed as 1w 3d for example and not per hours. How can I make it display in hours?

2. I have set an automation for a ticket to be reopened by a comment from the customer. That works fine but I am not able to reactivate the Time to resolution SLA when the ticket is reactivated.

I am using JIRA Sever setting.

Thank you,

Victor L.

[volkan ciftci · Accepted solution]

steps are below

Solution

1. Navigate to <Jira base url>/secure/SiteDarkFeatures!default.jspa.
2. Look for sd.sla.improved.rendering.enabled.
3. Disable it.

[Victor Lubuku]

Hi @volkan ciftci

SLA settings work as needed now.

Thanks,

Victor L.

[volkan ciftci · Accepted solution]

Hi Victor

1- https://confluence.atlassian.com/jirakb/how-to-revert-the-sla-rendering-improvement-changes-943970007.html 

2-could you try to add  start status "entered status = Reopened" in Time to resolution in SLA configuration ?

Best regards 

[Victor Lubuku]

Hi @volkan ciftci

Thank you for your response.

The link to the KB does not open

The 2nd issue is resolved and updated now.

Regards,

Victor L.

[Shihong Khor]

I actually need the converse. I would like to change from hours to days/weeks etc.

Any way to reverse it on Jira Service Desk cloud?