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Pause SLA based on Status in another workflow

Daniel Ballinger

Hi all,

I am currently working on setting up some SLAs within Jira service desk Cloud.

My level 3 escalation sits in my problem workflow, I want to be able to pause the SLA in the incident workflow if the status in the problem work flow is Level 3 escalation.

Can this be done and if so how would i go around doing this?

Accepted answers

Gökçe Gürsel {Appfire}

Hi @Daniel Ballinger ,

You can add a status (say "Pending Escalation") in your "teh incident" workflow and set up an automation rule to transition the issue to "Pending Escalation" during lvl 2 escalation and use this status to pause your SLA.

You can set up another automation to transition the issue from "Pending Escalation".

Please let me know if you have further questions.

Regards,

Gökçe

All comments

Gökçe Gürsel {Appfire}

Hi @Daniel Ballinger ,

You can set up another automation to transition the issue from "Pending Escalation".

Please let me know if you have further questions.

Regards,

Gökçe

Daniel Ballinger

Hi,

Thanks for the reply and didnt really want to have to change the workflow to encorporate this but i guess i will have to due to the issues raised on the below.

https://jira.atlassian.com/browse/JSDCLOUD-2297

Daniel Ballinger

I have accepted the answer as a workaround.

It does mean capturing the status of the problem workflow within the incident workflow(In my case) and then setting automation to trigger the tansition.

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