Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

JIRA Service Desk SLA Timer paused when it should be running

I have the following configuration for SLAs:

SLA Logic

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.


3 answers

probably cause you put status: queued. The ticket is in the queue and has been stopped.

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.

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”.

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.


Suggest an answer

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

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

1,378 views 16 33
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you