Pause SLA

[David Haller]

Hi Team,

I use Jira for Future Ticketing and will need an assistance on pausing SLA. I have created a new status and I want to have the SLA paused on this specific status only. 

Can someone let me know how I can do this?

Many thanks,
David

[Walter Buggenhout · Accepted solution]

Hi @David Haller,

As you refer to Jira Service Management, when you create an SLA you can set conditions to start and stop the SLA timer, but also to pause them.

Considering you have added your new status to the workflow used in your project, all you need to do is add that status to the pause counting time section in your SLA configuration.

See this short support article on where to find the settings.

Hope this helps! 

[David Haller]

Thanks Walter. It worked :) 

[Joseph Chung Yin · Accepted solution]

@David Haller -

To supplement what @Walter Buggenhout suggested which it worked out for you.  One other thing that you need to consider (this is often overlooked)

1) If the workflow is shared by multiple projects, then you should update each project's SLA configuration to incorporate the changes if it is appropriate. Keep in mind that SLA configuration is project dependent and not shared among multiple projects.

Hope this also helps.

Best, Joseph Chung Yin

[David Haller]

Thanks Joseph. I will try this one and will let you know I run in any other issues :)