Reset SLA time on the same issue

[Gabriel Mercer]

I would like to know if there is a way to reset the SLA time without resolving the card. I tried to include extra conditions to start the count, however once it started I couldn't get it to reset.

[Marc - Devoteam · Accepted solution]

Hi @Gabriel Mercer 

There is an open feature request for this: JSDCLOUD-194 

There is also an article on the community on how to achieve this via automation, see the article here

Or you can look at this article from SaaSJet, where also a Time reset option is linked, with some adjustments by this app vendor, but in my opinion the most risky one.

The automation option I mentioned be fore is linked there as well, or off course the link to the SaaSJet app for SLA that can achieve this.