Project Admin Guide

Add Rule to SLA

 

To use rule in SLA you must have at least one active rule. 


  1. Open needed SLA
  2. You'll see created rule on Start, Pause, Stop fields of SLA.
  3. Choose rule in appropriate section and save SLA.
  4. Your SLA will be recalculated, it can take some time, depending on number of issues and change items for each of them.

Rule priorities

  1. Pause has priority over Start. For example, your have Custom Field rules, Start/Stop (used on Start in SLA)  - from A to B and Pause on B value. In this case SLA will be paused.
  2. Stop has priority over Pause. For example, you have same rules as before, but Start/Stop used on Stop in SLA. In this case SLA will be stopped. 
  3. Stop has priority over Start if you use same Start/Stop rule on Start and Stop accordingly. This has no sense.

All this happens because Jira Service Desk SLA system is designed so.