Problem

When a user transitions an issue, sometimes, the SLA associated with the issue gets lost.

If the issue then enters a other statuses, it appears again however instead of pausing as it was configured, the SLA is restarted.

• Create an SLA with a goal that contains a specific issue status.
• Transition the issue to a status that triggers the SLA to start counting.
• Transition the issue to the status that requires that the issue be paused.

It would be observed that the SLA would go missing and secondly, if the issue is transitioned back from the pause status, it would be observed that the issue was not paused and actually restarts when it enters the start status again.

Diagnosis

Diagnostic Steps

• Access the SLA page for the project and check if the SLA link shows a red error next to the link and has the option to update/recalculate it?
• Check the JQL specified in the SLA goal and ensure that it does not include the status were the SLA starts in itself.
  • This would usually result in the SLA disappearing when you transition it out of the expected status.

Cause

Cause 1

Jira requires a recalculation as something might have broken the SLA available.

Cause 2

Due to the SLA goal specifying the issue status, whenever you transition out of the status in question, the issue would be unable to meet the requirements for the SLA hence why it restarts each time.

Resolution