-
Suggestion
-
Resolution: Fixed
-
368
-
41
-
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
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
- John is an Administrator who have set the conditions for his service desk SLA.
- There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should.
- 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.
- relates to
-
- Future Consideration
- mentioned in
-
Page Failed to load
-
Page Failed to load
-
Page Failed to load
-
Page Failed to load
-
Page Loading...
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-194] Ability to reset the SLA
I'm with Susan. This issue is NOT resolved. Restarting / setting the counter to back to zero, for the the SLA through Automation is most definitely needed.
@Charlie, I'm not sure why this is closed? I don't see how a manual recalculation on a single issue solves the problem? The reason we require this functionality is the following:
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.
What we need is the ability to automate a restart of the SLA when an event happens (in this case comment to the customer). It's not a recalculation, it's a restart.
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
In exceptional cases (typically happens when the portal setup is not correct), some SLAs get started & stopped resulting in an incorrect SLA after the portal setup (e.g. linked calendar & working hours) is corrected.
example: the SLA 'Time To First Response' stopped with a wrong value, due to portal being linked to an incorrect calendar, taking Australian holidays into account instead of the correct Japanese holidays.
In previous JSD versions, we had a workflow transition in place to remove the faulty SLA timer on the issue (post function that clears the SLA custom field value) & inform the reporter user via a comment.
However, just recently discovered that since the JSD 3.11 , clearing a SLA custom field (setting the field value to empty) no longer seems to be possible (no errors logged, no custom fields cleared either)
Seems that a "Restart SLA" would not be the right fit for purpose here; but if we could get a stopped SLA re-calculated we could correct the value after the portal setup correction in this way, rather than emptying it.
cc: @katarzyna.pawlak2 any plans to add this to your plugin?
Bhawtosh Jani
added a comment - This is really needed the feature, we are using Jira ServiceDesk Server
Bhawtosh Jani
added a comment - This is really needed the feature, we are using Jira ServiceDesk Server Hello,
You can achieve it using post function Restart SLA which is available in our app Extension for Jira Service Desk.
Ran into this issue when trying to set up an SLA that monitors whenever a support ticket is waiting for a customer response (and closes the ticket if breached). This is surely a fundamental requirement of a Support Desk?
Happy to share my solution which could possibly be adapted to other scenarios. Isn't beautiful but achieves the desired outcomes and typically involves workflow changes.]https://community.atlassian.com/t5/Jira-Service-Management/Resetting-the-SLA-clock-in-Jira-Service-Management-Service-Desk/m-p/2078605#M3035