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    • 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.

      Atlassian Update – 22 June 2022

      Hi everyone,

      Thank you for your interest in this issue.

      As a part of Jira Service Management Data Center 5.0 you can now recalculate your SLAs for an issue directly from the issue view. This way, when the data in your issue has changed or you want to make sure it’s correct, you can confirm it yourself without reaching out to the support. Learn how to safely recalculate your SLAs.

      Kind regards,

      Charlie Marriott
      Jira Service Management, Data Center & Server

      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.

            cmarriott Charlie Marriott
            pschaff Pietro Schaff (Inactive)
            315 Vote for this issue
            213 Start watching this issue