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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Product update 8 November 2021

      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).



      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

      1. John is an Administrator who have set the conditions for his service desk SLA.
      2. There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should.
      3. 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.


      Refer to this article How to use automation to reset SLA on a specific issue/ subset of issues?


            8a3861d8a88c Manas Shukla
            pschaff Pietro Schaff (Inactive)
            512 Vote for this issue
            279 Start watching this issue