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SLA paused automatically

Carlos de Magalhaes

Good Morning,

I have configured the SLA on Jira SD and has worked correctly until yesterday.

Now all opened tickets have the SLA paused and also when a create a new ticket the SLA is directly Paused.

There are no changes made on the SLA configuration.

Thanks

Carlos

SLA screenshot.png SLA configuration.png

Accepted answers

Alexander Schmidt

are the issues paused during the working hours of the sample 9-5 calendar? and which status are the issues in?

All comments

Alexander Schmidt

are the issues paused during the working hours of the sample 9-5 calendar? and which status are the issues in?

Carlos de Magalhaes

yes, was paused during the working hours of sample 9-5 and the status was paused

Alexander Schmidt

One thing you could try is to not only add "Issue Created" on start but also all statuses where the SLA should not be paused. Maybe the status automatically switched to Waiting for Customer because the Agent answered a question and then it went back to the old status but since it paused on "Waiting for Customer" it didn't start counting again

Carlos de Magalhaes

Thanks, Alexander, I will try this option

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