Comment : For Customer

[Marc Jason Mutuc]

I used Comment : For Customer to re-start an SLA. The goal is that whenever the Service Desk Team makes a comment for the customer, the SLA should reset. Right now, it is not working. Is there any way to know why?

[Justin Alex Paramanandan · Accepted solution]

Hi @Bronagh Quinn / @Marc Jason Mutuc,

Another option is to utilise the cycle SLA option:

image2016-10-12 23:10:7.png

To set this, include the status that a request will be in when a customer response as part of the Stop functionality.

This way, when your support team responds to the customer, the SLA counter should reset. What you will then see is something like this:

image2016-10-12 23:13:4.png

The  indicates how many "cycles" a given SLA is met whenever it has started. This example shows that the SLA for Waiting for Customer has been met before.

Hope this helps!

[Justin Alex Paramanandan]

Hey @Marc Jason Mutuc / @Bronagh Quinn,

The post-function [Service Pack for JIRA Service Desk] - Restart SLA allows you to restart the SLA timer to what it was previously. This post-function can be found in the  Extension for JIRA Service Desk add-on.

[Bronagh Quinn]

Thanks for the reply Justin.

Unfortunately we are running the cloud version so do not have access to this add-on.

[Bronagh Quinn]

Hi Marc, 

Did you find a solution to this?  I am currently trying to implement the same scenario. 

Thanks
Bronagh