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Suggestion
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Resolution: Unresolved
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963
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49
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hello all,
Quick update on this one. Although we see this feature as important, others have been prioritised ahead of it. For at least the remainder of this quarter and next. I will review this feature again as we plan for Q4 (starting April 2022).
Thanks
Ben.
Current behaviour
Currently after the SLA configuration is set, it starts counting according to what was configured but there is no way to reset the SLA.
Expected behaviour
We want the ability to reset the SLA as sometimes there can be exceptions to the configurations that were set or something was misconfigured.
User case
- John is an Administrator who have set the conditions for his service desk SLA.
- There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should.
- John wants the ability to reset the SLA manually so he can fix the problem for these two tickets and future similar cases that can occur.
Workaround:
For recalculate SLA, refer to this article Use automation to recalculate SLAs
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[JSDCLOUD-194] Ability to reset the SLA
Hi everyone,
This is Michael from the Jira Service Management team. Thank you for your suggestions and feedback on the ability to reset the SLA. To set the right expectations, while we recognise the value of this feature, we will not be addressing this feature in the near term. We are not closing the door on this suggestion entirely. You can check our new feature policy for more information on how we decide what we implement.
Thank you again for your feedback.
Best,
Michael Fedulov
All comments
A disappointing response to what would be a relatively easy change to implement.
I will need to reconsider a wider adoption of JSD as SLAs can be breached for legitimate reasons quite frequently and the lack of this feature makes our teams SLAs look worse than what they are. The ability of key members of staff to reset a SLA would be extremely helpful.
Atlassian,
If you want to be competitive with other service management offerings this feature is a must. We don't care about the UI getting fluffed up every 2 months...we want functionality like this!!
Very disappointed that you continue to focus on the pretty stuff and not the functionality.
Please reconsider.
Susan
Hi everyone,
This is Michael from the Jira Service Management team. Thank you for your suggestions and feedback on the ability to reset the SLA. To set the right expectations, while we recognise the value of this feature, we will not be addressing this feature in the near term. We are not closing the door on this suggestion entirely. You can check our new feature policy for more information on how we decide what we implement.
Thank you again for your feedback.
Best,
Michael Fedulov
Hi,
I have been lobbying in person with the product team and on this thread to please provide this feature for 10 years. What's important to note that the original plugin from Valiantys which this entire SLA was built upon 10 years ago did have the reset SLA feature. I was never sure why it was not included. While on Server I used the Extension for JSD app to provide the reset SLA via a workflow function. Worked perfectly.
After migration to cloud and the loss of that feature, I had to do the following:
- Include new workflow steps and statuses - Reset SLA - Back to In Progress
- Create new automation rules that will transition to Reset SLA when there is a comment or a breach and then transition back again to In Progress. (Gets worse when I have more than one status/SLA breach where this needs to happen)
- Update all the SLAs to Stop/start on status "Reset SLA".
- Explain to all my users what Reset SLA status is and to ignore it except if it gets stuck in that status because of failed automation (happens).
That's the workaround. Which was a TON of work during migration to make this change for all the workflows that required resetting an SLA due to comment.
When I explained this tedious process to the JSM team in person, their answer was get more votes for this feature!
529 votes is not enough?????
Cmon Atlassian, Please put this on your roadmap.
Susan
8a3861d8a88c we are now in 2024, this feature was supposed to be reviewed in 2022. Come on, let's be real, this should be a standard functionality within SLAs? Or has anyone ever seen a client that chooses the right priority from the get go?
Please take it up again and let us know some updates for this issue. Thank you kindly!
Any news?? This feature is basic in Data Center. For migration is critical.
Hi,
I use an extremely clunky workaround. When the SLA breaches, transition to Reset SLA, then Transition back to the status. The Reset SLA, stops the SLA Counter, then it starts back again. Usually works, but every now and then Automate hiccups and it gets stuck in Reset SLA OR it doesn't reset the SLA (timing I think).
Plus questions from my users, what's Reset SLA?
This should be SLA functionality 101. Give us an automation and/or a Workflow Trigger to reset the SLA seamlessly.
The Deviniti App could do it, so functionally it's possible!!
PLEASE Look into this!!
Susan
To be fair, there's a bit more involved than just a button.
For example automation scenarios.
Even then, it's hard to believe this feature hasn't been added sometime in the distant past.
I'm considering automating this myself via a webhook on JSM issue updates (which I shouldn't have to do), and I can't stand the idea of some of the posted workarounds involving changes to workflows.