For SLA Config you can select a type of SLA Timer calculation: Multi-Cycle or First Cycle options.
When you choose Multi-Cycle, the SLA timer will turn on every time the Start condition will occur. So as the result you will get SLA time as the cumulative sum of all cycles' duration between origin and end statuses.
This feature is available only for SLA config with SLA Goal based on a time limit (hours:minutes) and is disabled for a negotiated date goal. Read more here.
Otherwise, SLA time will be calculated for the first cycle only.
If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net
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