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    • UIS:
      98
    • Support reference count:
      41
    • Feedback Policy:
      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.

      Description

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      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.

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              Assignee:
              Unassigned
              Reporter:
              pschaff Pietro Schaff (Inactive)
              Votes:
              206 Vote for this issue
              Watchers:
              153 Start watching this issue

                Dates

                Created:
                Updated: