Resetting SLA time when priority changes

[Jordan Walker]

Is there a way to configure or set automation, so that if the priority is changed then the time to complete the SLA is resets and also adjusts time frame based on the new priority?

[Mariana_Pryshliak_Saasjet]

Hello @Jordan Walker 

There is no built-in solution, but you can a third-party add-on with awide range of functionality - SLA Time and Report.

To reset SLA you need to choose "Any'" in the "Priority" drop-down list as it's shown below:

SLA will reset automatically when the priority changes.

To adjusts time frame based on the new priority, you need to choose the priority("Low" on a screen below) and set the time (24h on a screen). 

This add-on is developed by my SaaSJet team, so let me know if you have any additional questions.

[Dirk Ronsmans]

Hey @Jordan Walker ,

Adjusting the time frame to the new priority is something that happens automatically based on your SLA targets.

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

e.g. if the priority goes up the time goal will be less and vice versa cause it now falls under that new target. (if the SLA is still running)

Resetting is is not possible by a field change in the out of the box SLA system. You could "trick it" by doing a status change when changing the priority and set that status change as the START condition (and then possibly use automation to move it back to the "old" status). You would basically be creating multi cycle SLA's.

From an SLA process point of view it seems weird tho to fully reset the SLA when you change priority. Simply because the priority changes it should not mean you get a whole new chance to try and not break the SLA goal. It should just adjust to the new time goal and if it breaches then that is a lesson learned that priority needs to be chosen more deliberate at the start.