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

fusk

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:

1. Include new workflow steps and statuses - Reset SLA - Back to In Progress
2. 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)
3. Update all the SLAs to Stop/start on status "Reset SLA".
4. 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

Has there been any update on this request?  This is really important now that we are increasingly using the service desk.  

+1

Any updates? This is needed still for cloud.

+1

Any update ?

Hi All

I built an SLA resetting configuration for a scenario, but it's logic could be adapted and refined for other scenarios.

https://community.atlassian.com/t5/Jira-Service-Management/Resetting-the-SLA-clock-in-Jira-Service-Management-Service-Desk/m-p/2078605#M3035

Cheers

Matt

+1

+1

In our organization our SLA with our customer is to provide updates on critical issues every 2 hours.  So we need the "time to update" SLA to reset every time we comment to the client.  This needs to continue until the issue is resolved.

We have exactly the same need.

In our organization our SLA with our customer is to provide updates on critical issues every 2 hours.  So we need the "time to update" SLA to reset every time we comment to the client.  This needs to continue until the issue is resolved.

 A real use case is if a customer re-open's a ticket. Then the Time to close after solution SLA should be reset

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.

Hi Benjamin Paton,  

On Feb 5, 2021, a note was added to this ticket stating:

We will be selecting the key SLA features and beginning work after June 2021.

As it is now between 3–4 months later and the feature is still unavailable, could you or the appropriate person could please offer an updated ETA? 

It's evident from comments and votes that many users and organizations are interested in this functionality. 

In particular, my organization's use case is centered around update frequency for incidents that are at or above a certain severity level (i.e., at least one public comment from an agent every 3 hours until a resolution is set). 

I'm aware of the (very involved) workaround of adding new statuses to force the SLA to reset, but this is cumbersome at best. 

Please advise. 

Thank you!

When setting an SL for resolution to close, there needs to be a reset when the ticket exists the resolved status back to an open status. That way when it goes back to resolved, the timer is reset. 

Pushing to see if there is any progress with this. We are unable to ensure annual review of tasks without this. Currently we can only ensure the first annual review but the rest won't come into effect

+ 1 We have annual review requirements and have utilized the SLA and automation for this, but when the timer expires it just continues when moved back to the relevant status

It would be beneficial to reset the automations as well.  Especially if the automation has already run for the SLA and you want to recreate the automation.

This would be useful for a 'keepalive' SLA as well. e.g. a ticket should not be idle for more than x hours/days etc - reset timer on given activity (comment, status change etc)

Thank you mhenderson1. That is great feedback.

Need this for when an issue gets reassigned to a different team or issue moved to different project. Restart SLA's

+1

+1

+1

+1

+1

+1

while transitionning to test period to production period there is no SLA reset possible so statistics or reports are affected and wrong , it's needed to be able to reset it simply

+1

+1

+1.

+1 Please implement SLA timer Restart feature.

Thanks

Our use scenario includes tickets with long resolution times (weeks or months), so we like to keep clients updated on communications and progress related to their inquiries. We need to respond at least once a week. Having an SLA that resets would allow us to easily identify which tickets need an update.

We should have this feature without a second thought as this will be needed by most of the organizations.

As a workaround, I've managed to combine SLAs with a (relatively involved) workflow and Automation rules that cycles an issue through a "hidden" status ("SLA Reset"), thus resulting in an automated SLA reset. Essentially:

1. Setup an SLA Reset status and point other statuses into this status (configuring the transitions as you need to; specifically, I made comments as required on all statuses in order to use the Automation functionality. For example: In Progress -SLA Reset-> SLA Reset)
2. Create "Back to" transitions to for the same input statuses as referenced in step 1 (e.g. SLA Reset -Back to In Progress-> In Progress)
3. Create an Automation rule to trigger when a Comment is added that then results in two status transitions: First to SLA Reset, second to Back to In Progress
4. Create the desired SLA (such as "Time between activity") with Start points for your projects statuses and Stop points for "Comment: By Customer" and "Comment: For Customer" (admittedly, this may not capture 100% of activity, but should capture a vast majority. If you wanted to, you could build more granular automations to capture closer to 100% of activity)

This will result in the SLAs being reset (note: you may need to refresh the screen to see the resulting state of the SLA reset) cyclically. However, this also results in a number of redundant status posts (which are visible on the portal; see JSDCLOUD-5981), which may not be desirable - essentially three status changes (initial status --> desired status then desired status to SLA Reset status then SLA Reset status to desired status) per comment/activity. I'm sure there's likely a more streamlined way to do this, but this was the first way I sorted out how to get it doing what I wanted.

Any chance this would be prioritized in the near future?

I would like to be able to reset the SLA in automation functions.  We have automation functions that remind users of tickets waiting on their response / approval etc.  I would like the SLA to be able to count down to zero and an automation to fire which reminds the user and then resets the SLA.  This allows us to continually remind the user without having to resort to other workarounds.  Currently we have to transition the issue between status's in the automation for this to work, but not all of our workflows can allow arbitrary transitions of tickets when dealing with approvals or complex workflows.

A post-function for resetting a SLA would do much good.

Can we update SLA for the closed JIRA issue for reporting purpose? We would like to update closed date and the SLAs of resolved or closed JIRA issues.

SLA going to green means the SLA timer was stopped.  This can be done in the SLA settings.  Set the condition that you need for it to stop running.

Is there anyway to modify/update SLA once we update the closed date of a JIRA issue. There are times when an agent finishes his work on an issue in time, but forgets to close the issue. We would like to have the ability to modify the SLA (from red to green) of a JIRA issue ( any status) for reporting purpose.

Actually.... there is an issue:  The SLA is green with a check when the reset is done, but it's not removed from the issue page.

Can there be a 'remove SLA' option?

Never mind!  I had to add an additional condition to stop timer in my sla.

Awesome, the reset SLA will clear the sla if the status is stopped.