Set When the SLA Resets
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On this page, you’ll learn how the SLA Reset function works as well as how to use it. This page has two main parts:
1. SLA Reset Function Overview
2. How to Set Reset Conditions
SLA Reset Function Overview
The Reset function enables you to define the conditions under which an SLA will be reset. An SLA is reset whenever the selected conditions change, and every SLA definition can have its own resetting options.
According to your selection, a new SLA can be started, and the new SLA can only start if the start condition is met. If the SLA has started but not yet ended, the reset action will restart the SLA. In this case, the start time will be set to the current time, and the elapsed duration will be reset to zero.
You can reset an SLA according to when Status is changed, Field value is changed, Comment is made, and Date field is reached.
By using the Date field is reached option, you can even set a time for the reset to take place.
You can also select whether you want a finished SLA to be reset.
Your options for resetting finished SLAs are:
Do nothing – After your SLA finishes, it won’t be reset. A finished SLA is a closed contract and a reset cannot change that.
Reset SLA durations and restart SLA – A finished contract might be reactivated from zero with a reset. If you select this option, after your SLA finishes, the elapsed time will be reset and the SLA will start counting again.
Reset SLA durations and invalidate previous cycles – A finished contract might be completely invalidated with a reset. Even in FIRST cycle SLAs, the SLA can start from zero with a new START event. If you select this option, the elapsed time will be reset and the SLA Panel will be hidden after your SLA finishes. The SLA won’t start counting again until the next SLA start condition is met.
You can also use the manual reset SLA option from the Time to SLA Issue Actions dropdown menu, which enables you to perform issue-specific actions.
Next, we’ll go over how to set Reset conditions for SLAs. Your options are:
Reset the SLA when an issue’s status changes
Go to SLAs, and click Add New SLA Definition.
Scroll to the Reset section, and click the Add one now button.
Select Status is changed, and click the drop-down menu to see all possible field values.
Click the status that the SLA requires in order to reset.
Click Confirm, and the selected condition will now appear in the box.
Reset the SLA when a field value changes
Go to SLAs, and click Add New SLA Definition.
Scroll to the Reset section, and click the Add one now button.
Select Field value has changed.
Click the drop-down menu to see all possible field values.
Select a Field value that the SLA requires in order to end. Depending on your selection, numerous conditions will appear. Time to SLA allows you to define detailed and highly-customizable custom field conditions. Have a taste of what’s possible with the example below:
Click Confirm, and the selected condition will now appear in the box.
Reset the SLA when a comment is made
Go to SLAs, and click Add New SLA Definition.
Scroll to the Reset section, and click the Add one now button.
Select Comment is made.
Select the source condition of the comment. You can select a user or those in a particular project role, for example.
Click Confirm, and the selected condition will now appear in the box.
Reset the SLA when a specified date is reached
Go to SLAs, and click Add New SLA Definition.
Scroll to the Reset section, and click the Add one now button.
Select Date field is reached, and click the drop-down menu to see all possible field values.
Select a date field that the SLA requires in order to end. You can select only 1 date field.
For example, if you select Due Date, you can define exactly when the SLA will end. Simply set a specific time for this date field.
Click Confirm, and the selected condition will now appear in the box.
Next Steps
We just learned how the Reset function works. Next, we'll go through the Pause function.