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 options:
Reset SLA upon field changes
In this type of reseting resetting option, SLA will be reset whenever the selected fields change. Every SLA can be arranged different type of reseting option in this type of resetdefinition can have their own resetting options.
Configuring the Reset SLA is as follows:
First select Reset SLA option from SLA Configuration like shown in the following screenafter clicking cog icon next to SLA definition
Select the SLA reseting types from the following pop-up screenfield(s) and/or custom field(s) in order to reset SLA whenever at least one of them changes
Reset SLA Post function
This type of reseting is done via post functions of the workflows. In the event of a reset transaction happens on an issue you can select to either restart an SLA or invalidate itYou can also reset SLA by using "TTS - Reset SLA" Workflow Post Function.
This type of Reset SLA is done through workflows.
Go to page JIRA Admin > Issues > Workflows click Edit link on any of the workflows you want to edit.
Either click on one Click any of the saved transitions or just add a new transition by Add Transition optionlink.
From the following screen change Switch to "Post Functions" tab and click Add post function
From the other screen select Find TTS - Reset SLA and click on Add button
Configure reset type and which SLAs are needed to
With this resetting type you can select either restarting or invalidating SLA.
Last, select SLAs which should be reset within the transition
Do not forget to publish the workflow to see post function in action.