How to reset the SLAs of a ticket when the issue assignment is changed

This article will guide you in understanding the steps to create an automation that helps to reset the SLAs of a ticket when assigned team changes.

Here is the step-by-step guide:

Create groups based on the various teams you're working with. For example, set up two groups (Group 1 & Group 2) using User Management.

2. Go to the Jira project workflow. (You may have a different workflow).

To create an automation, navigate to Project settings > Automation > Create rule.
Use if-else condition - If the issue is transitioned from “In progress” to “Selected for development,” then the ticket will be assigned to a member of group 1. If vice versa, then a member from Group 2 will be assigned the ticket.

Configure the SLA conditions as shown below. Once the status is changed, the SLA will be reset simultaneously as per the SLA conditions.

Create a report(You can also add other fields as per your requirements).

Note: This scenario is created to demonstrate how this automation would work in tandem with the SLA conditions set in a test environment. Attributes will vary depending on the instance configurations such as team size, workflow, SLA configurations etc.

For more details on automation, refer to this documentation: Jira Cloud automation | Cloud automation Cloud | Atlassian Support