Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-194

Ability to reset the SLA

XMLWordPrintable

    • 926
    • 49

    • 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).

      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

      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.

      Workaround:

      For recalculate SLA, refer to this article Use automation to recalculate SLAs

       

          Form Name

            [JSDCLOUD-194] Ability to reset the SLA

            SET Analytics Bot made changes -
            UIS Original: 904 New: 926
            SET Analytics Bot made changes -
            UIS Original: 963 New: 904
            SET Analytics Bot made changes -
            UIS Original: 922 New: 963
            SET Analytics Bot made changes -
            UIS Original: 899 New: 922
            SET Analytics Bot made changes -
            UIS Original: 868 New: 899
            SET Analytics Bot made changes -
            UIS Original: 794 New: 868
            SET Analytics Bot made changes -
            UIS Original: 793 New: 794
            SET Analytics Bot made changes -
            UIS Original: 776 New: 793
            SET Analytics Bot made changes -
            UIS Original: 766 New: 776
            SET Analytics Bot made changes -
            UIS Original: 757 New: 766

              b5485955f50a Michael Fedulov
              pschaff Pietro Schaff (Inactive)
              Votes:
              567 Vote for this issue
              Watchers:
              309 Start watching this issue

                Created:
                Updated: