Recalculating SLAs for stages that have been settled

[Agustin Carretto]

I have a board with support tickets that have different SLAs for each stage, in this case my main problem is the "first response" sla. 
I have different configurations for medium and low impact tickets (1h and 3h) and sometimes a ticket is past the 1h mark so someone transitions it but we then figure out it was a low impact ticket, so we change it but the SLA still says it was past the time when it should update to be on time since its within the 3h counter.

Is there any way to recalculate this times to get the tickets to correlate with my config once the status for that SLA has been settled?

[David Freitez · Accepted solution]

Hi @Agustin Carretto ,

First of all, welcome to the Atlassian community, regarding your question, this has been suggested to be added on the Atlassian native functionality in the following request: Ability to reset the SLA which we invite you to vote on so you can get the latest updates and follow up on any news regarding the suggestion.

Having said that, there is a known workaround and it is described in the following knowledge base article Use automation to recalculate SLAs, which you can use to build an automation rule that will use an API endpoint and reset the SLA so the process that does the calculation is executed on the issue again.

Hopefully this answers your question, if so, kindly vote my reply as the answer.

Kind regards,
David

[Agustin Carretto]

Hi David! 

Thanks for the answer, i saw that post about using automations but i ididnt have enough permissions to make it work since idk why it asks for admin not only for the project you are recalculating but for the entire jira, but know that this will work i will ask the people above me to implement the automation so we can use it it every project.

thanks again for your kindness :) 

[Alina Kurinna _SaaSJet_]

Hi @Agustin Carretto !

I understand you're looking to recalculate SLAs for stages that have already been settled. In Jira Service Management, once an SLA cycle has been completed (i.e., the issue has reached its stop condition), the SLA metrics are typically not recalculated when changes are made to the issue or SLA definitions.
However, if you need to reset or recalculate SLAs for closed issues, our add-on, SLA Time and Report, offers enhanced flexibility:

• SLA Reset Functionality: You can configure conditions under which the SLA timer resets, allowing for recalculations even after an issue has been closed. This is particularly useful when changes occur post-resolution that necessitate a reassessment of SLA metrics. ​
• Comprehensive Reporting: The add-on provides detailed reports, enabling you to monitor and analyze SLA performance across various workflow stages.​

For a step-by-step guide on setting up and utilizing the SLA reset feature, you can refer to our documentation.

If you have any further questions or need assistance with the configuration, feel free to reach out—I'm here to help!

[Agustin Carretto]

Hello @Alina Kurinna _SaaSJet_ !

Thanks for the information about that add-on, ill take it a look and in case its possible and the automation mentioned above doesnt work i will see if we can integrate it within our jira :D