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  1. Jira Service Management Data Center
  2. JSDSERVER-5124

Continue SLA time by Re-opening Issue

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    Description

      We need to continue the SLA time in Issues that were already closed and got automatically Re-Opened by Customer comment. I was unable to find this in the Community, or troubleshooting after 2 hours. 

      I was unable to set this up. I tried setting up rules and issue types but there was no option to start the counter again where it stopped. 

      Still, I was able to start the SLA time a 2nd time from the beginning but that's is not helping us in any way. We need the timer to start again.

       

      Example.

       

      If Issue type changed to "Done/Closed" the SLA:"Time to resolution" stops at 23:12 remaining. 

      If the Customer adds a comment it reopens the Issue and should restart the timer at 23:12 remaining time again but i can only create the countdown from the start again.

       

       

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              Unassigned Unassigned
              3c89abf32023 Stefan Auer
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