Workfow settings

[Cansu Genc]

We want to add a "Scheduled" status to the workflow in Jira Work Management and ensure that SLAs do not run when a ticket is set to "Scheduled." Could you please explain the steps we need to follow?

[GNarsimhagowda - Empyra]

Hi @Cansu Genc ,

Go to the required workflow and simply add the status you want.

To configure the SLA go to project settings and SLA setting and you will have the option to pause SLA when an issue enters certain status and resume when it exits and there are other options as well. 

For reference i have added this link in how to configure SLA : https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/ 

Thanks.

[Evgenii]

Hi, @Cansu Genc 

You can make it by editing SLA conditions. It's in Project Settings, SLAs. Looks like:
https://your_domain.atlassian.net/jira/servicedesk/projects/DEMO/settings/sla/custom/1/edit

In your case id of SLA can be other. Each SLA has its own ID

There is block with name:  Pause counting time during...

Select there status, which you want to use for pausing SLA.

It will look like:

In my example I used Pending status to stop SLA count.

[Tansu Akdeniz]

Hi @Cansu Genc 

First, go to workflow and add new status

• Add new status and steps to workflow

Then, pause SLA when issue is transitioned to Scheduled status.

• Understanding why an SLA is paused in a Jira Service Management ticket
• Create service level agreements (SLAs) to manage goals