SLA keeps counting even after Pause during status was set up

Question

I have setup our SLA "time to respond", to pause when a work item is moved into status "in review". Unfortunately this seems to only work for some of our work items but not for others. I can't find out why this is.

Can anyone please help? Both Work items are of the same issue type and in both cases the ext. customer has responded after we had already set the status to "in review" (which is supposed to pause the SLA).

Alina Kurinna _SaaSJet_ · Answer

Hi @Claude !

As I understand, you're using Jira Service Management (JSM), and you're facing an issue where SLA doesn't pause correctly during certain statuses.This can happen because JSM has some limitations when it comes to configuring complex SLA rules — and sometimes one SLA configuration may not work perfectly across different projects.

If you're looking for a solution that allows you to create a single SLA for multiple projects and avoid these limitations, I highly recommend trying SLA Time and Report, developed by my team.

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Regards!

Claude_s7ijxq · Answer

Hi @Upasna Bassi ,

In my understanding it should behave as follows. Once we set it to status "in review" the sla should pause counting. The Customer did respond again after we had set it to "in review" but it should not start counting again after that comment. Because the status is still in review there is actually no action needed from our side atm. It should remain in status paused.

Only if the status were "in progress" for example and the customer comments, then it should start counting again from the start.

Upasna Bassi_577qgf · Answer

Hello @Claude , I wanted to confirm that the transition is done to "In review" and then the external customer responds.

* Your expectation is that the SLA should be paused before the customer comments?
* And SLA should resume after the comment is received?

If you can please confirm my understanding, I think I will be able to assist you to figure this out.