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SLA not triggered from Herzum Approval

Hi everyone,


I am currently working on a project and I have created a workflow which should approved or declined from herzum approval e-mail when issue created. My SLAs don't stop when I approve or decline from herzum mails but they work perfectly otherwise. Is there any configuration problem with Herzum?




2 answers

Hi Eda,

Is the workflow transition performed by the Herzum Approval app?



If yes, please ensure to have setup the Automatic Workflow Transition Global Setting on Responsive as per following example:


This change should fix this issue.


Best Regards,


Hi Antonella,


Thanks for your answer. I checked these and yeah they are exactly like pictures you sent. But when I reject from mail the status is setting to Closed but sla doesn't stop.




Hi @Eda Bahar ,

Welcome to the community!

Can you share a screenshot of your SLA configuration?





Thank you!

Here is my SLA, I think you know Turkish but in case you don't know Çalışılıyor means Working on it. After I ask my question my SLA started to work well without doing anything! I work on my own computer locally, my friends from work told me that the cause can be me working locally which is possible but I just want to know that is there any sync problem with herzum or not. Or possibly is this my fault somehow?




Screenshot from 2020-08-21 13-22-49.png

No, it is not working again!

What happens to the issue when an issue has a herzum approved email? Is it transitioned to ÇAlışılıyor status by project automation or something? 

If project automation or a script listener is working to transition the issue when an herzum approved email you need to check those menus.



Türkçe biliyorum ama community'deki kullanıcılara ileride faydalı olması açısından İngilizce cevap vermek istedim. Daha rahat edecekseniz Türkçe de devam edebiliriz.




I've checked those. Look what is happening right now. It is already in status Kapalı but SLAs don't stop. And the funny thing is that it was working this morning and i dind't change anything!




Screenshot from 2020-08-21 14-49-04.png


Did you check the @Antonella Capalbo 's recommendation? It will probably work.

Hi again,

Could you share a screenshot of this ticket's history?

Like Antonella Capalbo likes this


You meant these?

Screenshot from 2020-08-21 16-17-18.pngScreenshot from 2020-08-21 16-17-07.png

Issue history is at the last section in the view issue screen, towards the bottom of the page under the Activity section. Can you share a screenshot of this section for an issue that has the problematic SLA meaning issue is in the Closed status but the SLA is still counting?


Sorry. Here it is

Screenshot from 2020-08-21 16-35-53.png

This is odd, SLA should stop. At this point, I suggest opening a support request from Atlassian or Herzum. I suspect there is a mix up between the events but I'm not so sure. Is JSD SLA working as it should now?

I've created a support request from Herzum, i hope they'll figure out. It still doesn't work properly. But thanks for all.




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