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

Continue SLA time by Re-opening Issue

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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.

      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.

       

       

            [JSDSERVER-5124] Continue SLA time by Re-opening Issue

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            UIS Original: 8 New: 4
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            Marc Dacanay made changes -
            Labels Original: affects-cloud affects-server move-to-suggestion New: affects-cloud affects-server move-to-suggestion ril
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            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976755 ]
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              Unassigned Unassigned
              3c89abf32023 Stefan Auer
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                Created:
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