JIRA Service Desk - Restart SLA count on change of status

Hello, 

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.

Jiri

1 answer

Hi,

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,

 

Regards,
Robert

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,308 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot