Reset SLA In JSM cloud when issue reopened

[bhanu teja]

How to Reset SLA in jsm when issue reopened 

[Marko Blagus]

Hello,

When an issue is reopened, by default the Time to resolution SLA is reset. However, the Time to first Response SLA doesn't.

To reset he Time to first Response you need to have post function to clear Resolution field on your reopen transition and add to your SLA Start condition: Resolution cleared.

Both steps are explained here.

Hope this helps.

Best regards,

Marko Blagus

[bhanu teja]

Hi @Marko Blagus 

In Post function I couldn’t find the clear Resolution function Do we need to have any plugin

[Marko Blagus]

Hello,

You need to pick Clear Field Value post function, and than pick a field Resolution.

Best regards,

Marko Blagus

[Kian Stack Mumo Systems]

@bhanu teja, 

Try to modify your SLA so that one of the start conditions is "resolution cleared".