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  1. Jira Service Management Data Center
  2. JSDSERVER-676

Give option to enable SLA for closed issues

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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.

      I have read JSD-358 and a few posts in Atlassian Answers from Shahib about why Service Desk does not go back and change existing issues that are already closed... or out of the SLA process for that ticket. First let me say that makes sense and I agree.

      However, in a case like we are in now, having really just got going with Service Desk and still trying to focus our SLA in the tool, it would be nice at that time to have the option to reindex all of the issues. We are not changing the underlying theory of our SLAs, just trying to focus your tool to get them all as correct as possible. This has taken a number of iterations, but would be valid for all of our data.

      In closing, we just think there should be an option, not the default option at all, but a admin only option that would allow the SLA to be processed on all tickets regardless of their status.

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            [JSDSERVER-676] Give option to enable SLA for closed issues

            Julien Rey added a comment -

            The workaround to re-calculate the SLAs of already resolved issues consists in using the REST API SLA reconstruction call from this KB article: https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html

            This reconstruction call will ignore the fact that the issue was already resolved, and will re-calculate the SLA.

            Julien Rey added a comment - The workaround to re-calculate the SLAs of already resolved issues consists in using the REST API SLA reconstruction call from this KB article: https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html This reconstruction call will ignore the fact that the issue was already resolved, and will re-calculate the SLA.

            Marcelo Mella added a comment -

            Just to give some more examples.

            Let's say we have deal with a 6 hours SLA for the whole year and want to propose a 5 hours SLA for the next.

            The reason is that if i can reduce my SLA i could charge a bit more to my customers.

            How can i make a comparison if i can't recalculate or simulate the scenario?

            Marcelo Mella added a comment - Just to give some more examples. Let's say we have deal with a 6 hours SLA for the whole year and want to propose a 5 hours SLA for the next. The reason is that if i can reduce my SLA i could charge a bit more to my customers. How can i make a comparison if i can't recalculate or simulate the scenario?

              Unassigned Unassigned
              f68051560f64 Rodney Sawyer
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                Created:
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