SLA Return

[Renan Rodrigues Souza]

Hi! Good Afternoon,

For example: 

I have set up one SLA that counts my requester's time to fix the mistakes when he opened the ticket (information overall). The SLA stops when the user responds to the correct information, so Jira moves to another transition closing the SLA, however, in a few cases the requester may commit new mistakes in the same ticket, and agent Jira has to return the ticket to the same transition that had already closed the SLA. What will Jira Service Management understand when returning to the same transition that was triggered before? 

Will Jira create a new SLA? Or Jira won't be able to identify this return? 

Will Jira replace the firt SLA created because was already closed? 

[Fabian Lim · Accepted solution]

Hi @Renan Rodrigues Souza

Welcome to the community!

Once the SLA is completed and then it returns to the old status the SLA will reset. Take a look at this student guide for more details: https://university.atlassian.com/student/path/812290-slas-in-jira-service-management

The best option for you is to try it live.

Regards