NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
When we reopen the issue after Resolving the issue
the resolution won't be "Unset" or "Unresolved",
but we can add post-function to clear the resolution by How to Edit the Resolution of an Issue .
The problem rises when the SLA of ticket has already stopped when we have resolved it already
and by reopening it, it won't continue from the time we have resolved it.
As there is no option at Service Desk >> SLA >> Edit >> Start (Begin counting time when) to set the resolution to "Unset" or "Unresolved".
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JSDCLOUD-1613 Continue the SLA After Reopening The Issue
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[JSDSERVER-1613] Continue the SLA After Reopening The Issue
Hi,
I recommend you to try our app Extension for Jira Service Desk. You can find a post function Reset SLA which should help you.
Best regards,
Kate
This might help as a workaround.
I setup ours so that when a ticket is Resolved it will pause the Time to Resolution SLA then start a 2nd SLA which when breached will close the ticket. The 2nd SLA is basically the time we give the end user to respond to a resolved issue, if they respond, the ticket transitions back to a Re-opened status, if they don't respond the ticket will go from Resolved to Closed and stop the Time to Resolution SLA
Same Problem on JSDSERVER . We can't track the SLA in our Tickets when they changed from "Resolved" to "Reopened". We have to do it manually, checking when the customer replied and calculate the time again until the next Response to Customer.
Configuring SLA metrics is most important for big Customers, that's why this is a really important Bug and a major Feature for SLA configurations.
Hope there will be an Update that fixes this Issue.
This is a basic function of a ticketing system. This should be put in asap.