Details
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Suggestion
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Resolution: Unresolved
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521
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49
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Description
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:
Refer to this article How to use automation to reset SLA on a specific issue/ subset of issues?