Why might an issue SLA timer be paused when issues don't meet any 'pause' criteria?

Question

Our Service Desk has a "time to resolution" SLA. The SLA timer is configured to start on any of these 3 events:

* Entered Status: Assigned
* Issue Created
* Resolution: Cleared

The timer is configured to be paused on these 4 conditions:

* Status: On Hold
* Status: Report Problem
* Status: Request Cancellation
* Status: Web Manager Queue

But sometimes we see many tickets in Assigned status and the timer is paused.

If I take one of these issues and change the status to On Hold, and then change it back to Assigned, the timer still does not start back up again. When I look through issue history, none of the "Timer Stop" conditions were ever triggered on these issues either.

I have not figured out the pattern - some days it is fine and other days every 'Assigned' ticket I look at seems to have its timer paused.

I updated to the latest version of Service Desk on Tuesday but I am still seeing this issue. Any other ideas on what might cause this? What else should we be looking at?

Eugene Sokhransky _ALM Works_ · Answer

Hi Britton,

I had the same question and the calendars turned out to the be the reason. Outside of the working hours the issues are switched to paused.

Britton Powers · Answer

Would the timers on issues all show as "Paused" if the current time is outside service hours defined on the calendar? I think that's what is happening here. If so, I apologize for misunderstanding that.

Russ Gould [Atlassian] · Answer

Hi Britton,

What status are issues created in? There is an open bug with regards to time start vs pause precedence which may be the culprit. See the following bug record for details: https://jira.atlassian.com/browse/JSD-1524.

I've also seen issues where invalid SLA configuration can impact other metrics, specifically in cases where start and pause conditions are at odds. Do you have other SLAs configured?

Also, the start timer events appear redundant. The SLA timer starts at creation but also when assigned? Was this done for a particular reason?

Cheers,
Russ