I want SLAs to be reset when reassigned

Owned by Derya Özdemir
Last updated: Nov 10, 2022
1 min read

Context: A Senior Software Engineer wants SLAs to be reset when they are reassigned to another assignee.

User Problem: As a Senior Software Engineer, I need our SLAs to be reset when they are reassigned to another assignee in our team so that we can better track how much time is spent on all stages.

Solution: Using Time to SLA’s built-in reset function!

With Time to SLA, you can make sure your SLAs are reset when they are reassigned, among many other options. To solve the problem described above, let’s use the “Reset SLA” action.

How to Reset an SLA After It's Been Reassigned

  1. Open SLA Configurations.

  2. Locate the Reset condition, and click +Add new reset condition.

  3. Click Field value is changed and select the Assignee field.

  4. For When field value is, select Changed.

Problem solved!