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Reset SLA on public comment

Stephen Letch
Stephen Letch January 24, 2019

Hi

 

The client I am designing a Jira Service Desk around has an SLA based on 3 different priority metrics that needs to reset every time an In Progress ticket receives a public comment from an engineer.

 

Currently I'm using a known workaround with Jira Service Desks built in automation to pushing the ticket into a status called SLA reset and back to In Progress for the SLA to stop and start again.

 

It would be nice this could do the job without having to use statuses

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Nick Menere
Nick Menere
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January 27, 2019

Hi Stephen,

Unfortunately this is beyond us as well as Jira Service Desk doesn't expose this functionality. What I usually tell customers to do is exactly the work around you suggested.

 

Sorry.

 

Cheers,
Nick [Automation for Jira]
Co-founder

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