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  1. Jira Service Management Data Center
  2. JSDSERVER-1613

Continue the SLA After Reopening The Issue

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • SLA
    • 7
    • 10
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      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".

            [JSDSERVER-1613] Continue the SLA After Reopening The Issue

            SET Analytics Bot made changes -
            Support reference count Original: 5 New: 10
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            UIS Original: 6 New: 7
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            UIS Original: 11 New: 6
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            UIS Original: 17 New: 11
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            UIS Original: 23 New: 17
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            UIS Original: 24 New: 23
            Marc Dacanay made changes -
            Labels New: ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976521 ]
            SET Analytics Bot made changes -
            UIS Original: 18 New: 24
            SET Analytics Bot made changes -
            UIS Original: 6 New: 18

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
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              84 Vote for this issue
              Watchers:
              48 Start watching this issue

                Created:
                Updated: