How we can stop and run the sla on different stages in jira

[deepika rathore]

hi team , 

How we can stop and run the sla on different stages in jira. 
can we connect for this 

[Walter Buggenhout]

Hi @deepika rathore,

Have you read through the SLA documentation on how this works? To give you a very short introduction:

SLA's are a feature of Jira Service Management. They use a (team) calendar to take into account what the working hours are of your support team. You can create one or multiple SLA goals in your service project to determine how much time your team has to reach the target time goal. Events (like an issue being created, a status being updated, the assignee being updated, a comment being added) can make the SLA timer start, stop or be paused.

From the documentation link above, you should be able to select more specific articles on:

• How you can create a new SLA 
• How to define SLA goals / targets 
• Configuring SLA calendars 
• How to set up conditions to start, stop and pause the SLA timer 

Hope this helps! 

[Valerie Knapp]

Hi @deepika rathore , thanks for your post. 

Please can you clarify what you mean by stop and run SLA's on different stages? 

Do you mean the SLA's in Jira Service Management? Or are you using an app to manage SLA's in Jira? 

Can you share please an anonymised screen of what you want to change and try to explain a bit more what you're trying to achieve? 

Best wishes

[deepika rathore]

Hi Valerie,

Thank you for your response. 

So we a have a  url - https://innovistahealth.atlassian.net/ with atlassian support and with here we have a project called Innovista IT Helpdesk.

According to ITIL we have different stages those are implemented in our work flow like 

1. Unassign 

2.In progress

3. Waiting for customer

4. parked 

5. In review 

6. Awaiting aprroval 

7. Done 

but within all these different stages our SLA Clock is running and SLA is not been paused. 

Can we set up that SLA can be stop if we share , were we want that SLA clock to be stop. 

Thanks , please contact if possible asap  

[Alina Kurinna _SaaSJet_]

Hi @deepika rathore!

If you're open to using add-ons from the Atlassian Marketplace to enhance these capabilities, I recommend trying the SLA Time and Report for Jira add-on developed by my team. This tool offers advanced features, including:

• Instant SLA notifications: real-time alerts without batching delays.

• Flexible SLA Configurations: define SLAs based on issue type, priority, complexity, or even custom fields, giving you complete control over how service levels are measured.

• Custom fields for SLA management: enhance your SLA tracking with custom fields directly on Jira tickets. 
• Detailed reporting: track SLA performance with charts and exportable reports.
• Real-time monitoring: track SLA progress directly within your Jira issues and dashboards, keeping your team informed without delays.

To effectively manage SLAs at different stages in Jira Service Management, you can configure specific conditions to start, pause, and stop the SLA timer based on your workflow requirements. Here's how you can set this up:

1. Start Condition: define when the SLA timer should begin. For example, you might want the SLA to start when an issue is created or transitions to a particular status.
2. Pause Condition: specify scenarios where the SLA timer should pause. This is useful in situations like waiting for a customer's response, where the progress is on hold.
3. Stop Condition: determine when the SLA timer should stop, such as when the issue is resolved or reaches a final status.

For detailed guidance, refer to our documentation on setting up your SLA.

You can explore the 30-day trial to see if it fits your needs. If you have any questions or need assistance with setup, feel free to reach out—I’d be happy to help! 😊