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How to extend the time to resolution in JSM?

Mario Amaya June 3, 2024

Hey team, Is there a way to extend the resolution time, we hit the time to resolve the ticket, but can I extend a extra time?

3 answers

1 vote
Emily _ DevSamurai
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 3, 2024

Hi @Mario Amaya 

As far as I understand, you can only create and manage the resolution time, but not extend it.

You may want to try other 3-rd party plugins for Jira on the Atlassian Marketplace to see if they can meet your needs.

So far I can recommend the SLA time and report plugin for Jira by SaaSJet. It's also free for up to 10 users and offer free trials, in case you would like to give it a try.

Best!

Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 4, 2024

Hi @Emily _ DevSamurai 

Thank you so much for your clear explanation! We really appreciate that you found our app useful. It's nice to see such comments)

Like Emily _ DevSamurai likes this
0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 4, 2024

Hi @Mario Amaya 

In our SLA Time and Report for Jira add-on, you can extend the time only if you go to the SLA Settings and increase the time allotted for the goal. But I must warn you that the time will increase in all tickets, not in one particular one. 

111Screenshot 2024-06-04 110610.png

 

Or there is another option when you set priorities for goals. Then, when you change the priority in the ticket, the specified time will also change to the one you specified.

112Screenshot 2024-06-04 110930.png

 

You can always contact our support team with any questions or problems.

0 votes
Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 3, 2024

Hi @Mario Amaya,


Are you referring to your SLA time of resolution? If yes you need to update the goal of your SLA. To do this you need to have Jira or project administrator access. Please see the link below on how to setup sla goals.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-goals/ 

Note: this will adjust the time of resolution of your project not just for a single ticket.

Hope it helps.

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