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      Description

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

      Product update 5 February 2021

      Hello all,

      Thanks for your interest on this feature. We have a handful of SLA based features that we are currently evaluating. This is one is a strong candidate for prioritisation.

      We will be selecting the key SLA features and beginning work after June 2021. Any further feedback you can provide to help us understand how this feature might work in your organisation is greatly appreciated.

      Thank you for your patience.

      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

      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.

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              Assignee:
              7ad1551c39c0 Benjamin Paton
              Reporter:
              pschaff Pietro Schaff (Inactive)
              Votes:
              262 Vote for this issue
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              168 Start watching this issue

                Dates

                Created:
                Updated: