JIRA Service Desk SLA Timer paused when it should be running

Question

I have the following configuration for SLAs:

But when I look in the Service Desk Queue, this ticket has its timer paused when the timer should instead be running:

Question: What is the operator used in SLA conditions? In the above example, is it:

Pause On = "Resolution: Set" AND "Status: (2) Queued"

or is it:

Pause On = "Resolution: Set" OR "Status: (2) Queued"

I can't seem to find a pattern to this as our SLA timers appear to be starting/stopping and not obeying the conditions set. If we delete the SLA and create a new one (with exactly the same conditions), it appears to fix prior tickets that were not obeying the conditions. However, new tickets coming in then sporadically stop obeying the conditions again, so our timers/SLAs continue to be running/pausing.

-Eric

tony carter1 · Answer

I had the same problem and found the calendar was the problem. I put in the bank (public) holidays for last year and forgot to change them for this year in the SLA section. I changed it to the correct dates and everything works normally.

Eric Long · Answer

Confirmed by Atlassian:

SLA timer will be paused while the ticket meets any criteria, so we could say it is Pause On = "Resolution: Set" OR "Status: (2) Queued”.

Eric Long · Answer

The configuration is to pause the time when the status is in Queued, but in this case, ticket 11290 is In Progress, but the timer is still paused. I don't understand why it's paused when it doesn't meet the conditions set in the SLA rules.