How can I add a status that pauses the SLA?

I'd like to add a status like On Hold or In Progress that pauses the SLA.  For example, sometimes we have to research an issue with an outside vendor, and we would break our SLA every time if the SLA continue to count while we are waiting to hear back.

Can I specify different SLAs for different statuses, or even whether to run the timer on different statuses?

1 answer

1 accepted

1 vote
Accepted answer

Yes, you can do it. Once you add the status, you can set up to pause the clock when the issue enters that status.

See "Pause on": https://confluence.atlassian.com/display/SERVICEDESK/SLAs#SLAs-AlookathowanSLAisconstructed

Thanks -- somehow I completely missed that SLA Edit page. I was looking to edit the Workflow and also to edit the SLA from under System Administration. Thank you.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Monday in Jira Service Desk

Frequently Asked Questions for Jira Service Desk (AKA JSD FAQ)

Just the FAQs! Welcome to the Community, and this Focused-FAQ! Here, we've pulled together some of the most frequently asked questions associated with Jira Service Desk (JSD). We hope ...

139 views 0 11
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you