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Type:
Suggestion
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Resolution: Fixed
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Component/s: SLA
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1,162
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159
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hi everyone,
This is Arzoo Jain, Senior Product Manager from the Jira Service Management team.
We've released a way to recalculate SLAs directly from the issue view in Jira Service Management. Previously, fixing an incorrect SLA on a specific issue required using the Reset Automation. Now, Jira Admins can use a "Recalculate SLAs" button in the SLA panel to re-run the SLA calculation for that issue based on the current SLA configuration — no API calls or automation rules needed.
We're also exploring the ability to recalculate SLAs in bulk across multiple issues — stay tuned for updates on that front.
Thank you for your feedback and patience.
Would love for you to try it out and share feedback on whether this is working fine or not. If we need any more enhancements, please shout out here as we are working on our roadmaps.
Best,
Arzoo Jain
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
- is duplicated by
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- Closed
- is related to
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- Closed
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