See our new reset an SLA document in which we describe all resetting options.
Under some conditions, resetting SLA counter might be needed. It resets the counter, and countdown starts to count from zero.
Resetting SLA can be done by two three options:
- SLA Definition > Reset SLA
- Reset SLA Post function
- Reset SLA from "Reset SLA" link
Configuring the Reset SLA is as follows:
First select Reset SLA (Set Reset Conditions for version 9.0.0+) option after clicking cog icon next to SLA definition.
Select the field(s) and/or custom field(s) in order to reset SLA whenever at least one of them changes
You can also reset SLA by using "TTS - Reset SLA" Workflow Post Function.
With this resetting type you can select either restarting or invalidating SLA.
LastLastly, select SLAs which should be reset within the transition
Reset SLA data from "Reset SLA" link
As of version 9.0.0, Reset SLA link is moved to Time to SLA menu in issue actions area.
Click More in the issue screen to expand and click Reset SLA from the list.