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the ticket is In progress but the SLA is paused. Can you help me understand

emmanual neel
emmanual neel
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July 7, 2022

SLA not clocking for In progress ticket. Could you please help me to understand the scenarios why this happen and what is the solution for it

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Fabio Racobaldo _Herzum_
Fabio Racobaldo _Herzum_
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July 8, 2022

Hi @emmanual neel ,

welcome to the Atlassian community!

Issue workflow and SLA configuration are two different things. Based on an issue workflow, at SLA level, you can define which status need to be considered as on going SLA and which status should be considered as paused.

Here an article that can clarify your doubt https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html

Fabio

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Mahesh Shinde
Mahesh Shinde
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July 8, 2022

Hi @emmanual neel :

There will be two cause:

  1. "In progress" status available in Pause SLA config.
  2. Check you calendar and SLA should run in mentioned time duration for this SLA.

Please, let me know if you able to figure it out!!

Regards,

Mahesh Shinde

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