How to Reset SLA when any type of comment is added?

[durso]

I see two options for resetting SLA if an issue if commented on, "by customer" or "for customer", I was wondering to see if there was a way for any comment or internal note to reset the SLA of the issue.

I see the API workaround for forecebly rebuilding the SLA but when the item is rebuilt it still shows the previous time

I tried a basic SLA with "issue created" start condition and the "status done" stop condition with an automation that rebuilds the SLA when the issue is commented on, the automation worked and the API call returns a 200 but the SLA is not reset to 24 hours

https://support.atlassian.com/jira/kb/use-automation-to-recalculate-slas/ support article for reference

Example

Ticket is opened -SLA is 24Hr

12 Hours Pass -SLA is 12 Hr

Eng does an internal reply on ticket -SLA Reset to 24hr and counts down

(preferably without 3rd party tools)

Any help would be appreciated thanks in advance.

[Tuncay Senturk _Snapbytes_]

Hi @durso 

Welcome to the Community!

This is a known limitation in JSM. SLAs do not reset when using the Recalculate SLA action unless the issue goes through the defined SLA start condition again. It only rebuilds the SLA, it does not reset/restart by comments or any actions (which don't match the SLA start condition). 

You must use a start condition that can be re-triggered, such as a custom field or transition. @Mikael Sandberg already mentioned the solution with a new status (transition)

Similarly, you can add a custom field, let's say a checkbox named "Reset SLA Flag".

Then modify your SLA definition

• Start: When Reset SLA Flag = Yes

• Stop: When Status = Done

Then define an Automation rule which will update this custom field to Yes, when the Issue commented (or internal comment added). 

This way, the SLA starts every time the flag is set, which your automation does after a comment.

Another option would be to use the Time to SLA app, which offers various resetting and restarting SLA options.

I hope this helps!

[Mikael Sandberg]

Hi @durso,

Welcome to Atlassian Community!

The only way to stop/reset the SLA is to do one if the actions listed under Conditions. It cannot be done via the API, since that could override the conditions in the SLA. So in your case what I would consider is to add a new status when the team adds an internal comment that would stop the SLA. 

[Alina Kurinna _SaaSJet_]

Hi @durso !

Many teams want to reset the SLA timer based on any comment (not just “for customer” or “from customer”), especially when internal collaboration continues after initial responses.

Unfortunately, Jira Service Management’s native SLA logic doesn’t support resetting SLA based on any comment type, and even the automation/API workaround (like the one in the support article you linked) doesn’t fully rebuild the SLA to start from scratch -  it just re-evaluates existing logic, not resets the timer to 0.

If you’re open to exploring external tools in the future, I’d like to mention our app SLA Time and Report for Jira. It includes a Reset SLA condition, where you can select a comment:

• From Assignee

• From Customer

• From Reporter

• From Specific User

So in your example:

Ticket opened – SLA is 24h
12h pass
Internal comment is added
→ SLA resets to 24h and starts counting again

This is fully possible with our app and doesn’t require scripting or workarounds.

Here’s a quick preview of what that setup looks like:

 

Let me know if I was able to help, or feel free to reach out if you have any further questions.
Regards!