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.
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,
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG