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SLA Reset is performed on an SLA and the user wants to cancel the SLA Reset and SLA to recalculate accordingly.


We have a backlog item for undoing an SLA reset from UI.

To undo an SLA Reset, the user needs to make changes in the database. However, we want to stress that making changes to SLA entries in database level might damage SLA calculations. So, use this guide at your own risk.

  • Navigate to AO_C5D949_TTS_ISSUE_SLA_RESET table in your database.
  • Find the entry that has the correct issue id (ISSUE_ID) and SLA id (SLA_ID).
  • Delete the entry.
  • Perform an SLA regeneration in the issue.
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