JIRA Service Desk - Restart SLA count on change of status


we are trying to implement an automation rule that would transition a ticket from status to status after certain time of inactivity. I am trying to use SLA time breached trigger. The problem is we need to restart the SLA counter each time issue transitions into the specific status (issue can go back and forth between With Support and With Customer - we need to start count from zero every time the issue is with support).


Thank you in advance for any suggestions.


1 answer

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It's not possible to restart SLA in Cloud.

if you don't have MISC Workflow Extension or Script Runner  (if you do, it's much simpler), you can use Resolution field and set it on status change then use automation rule with JQL based on resolutionDate. Resolution should be cleared by this automatic transition,



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