Can i reset SLA Timer on Priority change / Update Issue event.

I have different SLAs depending on the prioirity of the issue. I want to be able to reset the SLA timer when the priority goes from its current priority to a higher (more urgent) priority. Under Agreement Type I have tried the Reset Event->Issue Updated trigger however this is not fine grained enough. I want to reset when Issue Updated and the Priority has changed from X to Y.

Is this possible?

Many thank

2 answers


I'm Romain from Valiantys, product leader of VertygoSLA.

Unfortunatley, the only possiblity I see is to develop your own post-function, which will trigger a specific event if the priority is updated to a higer value....

if you have any question about VertygoSLA, please can you log a ticket in ?



Thanks Romain - the pointers you gave me were great and we have it working now.

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