How to pause sla count-down

I want to create sla with the following constraints: sla starts on creation and ends on the closure, in between there are some ping-pong action from Customer to Performer.

When the issues on the customer's side sla count-down stops, and starts again after the issue is on the performer's side.

Is it possible to create such a sla?

1 answer

1 accepted

This widget could not be displayed.

Hi Sergey,

At the moment there is no pausing feature. However, there is an issue to your request, which will be implemented in the upcoming releases.


Tuncay Senturk

Thank you for your quick reply.

Is there any workaround usings status changes?

Sorry but, as far as I know there is no workaround.


I'm reading that it was implemented in your plugin, but I cannot understand how to do it with the documentation. Can you explain me how it works ?
I would like to add excepted status to the sla's configuration, to avoid add time when it has loop in the workflow.

Thank you in advance for your answer,

Best regards,


Hi Dorine,

Click on cog icon near sla definition and select "Paused Statuses". Then select each status that you want to pause.

Hi Tuncay,

Your suggestion helped me. Thanks a lot.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 22, 2018 in Marketplace Apps

How a Marketplace app tech team is achieving gender diversity

Hello! My name is Genevieve Blanch, and I'm the Marketing Manager at RefinedWiki, creators of apps to give teams the tools to customize Atlassian platforms. Currently, 44% of the tech team at Re...

482 views 3 17
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you