Understanding why an SLA is paused in a Jira Service Management ticket
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
In Jira Service Management (JSM) projects, SLAs can displayed as paused or unpaused based on certain conditions.
The purpose of this knowledge article is to list all the known scenarios (whether they are expected by design, or unexpected due to some bugs) where the SLA of a JSM ticket will be shown as "paused":
Environment
Jira Service Management (JSM) Server/Data Center on any version from 4.0.0.
Scenarios
Scenario 1 - The SLA is paused due to the "Paused on" condition from the SLA configuration
This is the most common scenario.
Go to the SLA configuration in the JSM project (via the page Project Settings > SLAs), click on the SLA that is currently paused, and check how the Pause on condition is configured.
If you see that there is a condition listed under "Pause on - Time is not counted during" (as illustrated below), and that the JSM ticket matches this condition, then this scenario is relevant:
Scenario 2 - The SLA is paused due to the calendar associated to the goal from the SLA configuration
Another common scenario where the SLA might show as Paused is the case where an SLA is configured with goals that are associated with a calendar that is not 24/7 (for example a 9-5 Calendar), as illustrated below:
If the conditions below are met, then it will be expected that the user currently viewing the ticket see that the SLA is paused:
- the ticket matches the JQL query of an SLA goal that is associated with a calendar that is not 24/7
- the user is viewing the ticket at a time of the day that is outside the business hours configured in the calendar
Scenario 3 - The SLA is paused while it should not due to some known bugs
This is the rarest scenario, which is caused by a few known bugs listed below which impact the way SLAs are paused/unpaused:
- JSDSERVER-6642 - Getting issue details... STATUS
- JSDSERVER-6383 - Getting issue details... STATUS
Because of these bugs, if an SLA is configured using Due Date: Not Passed as a Pause on condition (as illustrated below), then the SLA might show as "Paused" in a JSM ticket, while it is not supposed to be paused:
If the SLA is configured with such Pause on condition, then this scenario might be relevant.