Page History

SLA Behaviour defines SLA Metric fields' behaviour in response to changing JIRA issue statuses and JIRA issue events. Thanks to that you can precisely define when a given action is supposed to be performed (e.g. when to start SLA count or when to pause it).

In response to changing JIRA issue events, the following actions can be performed: Start/Resume, Pause, Finish, Cancel and Restart.

Restart action will reset the SLA Metric and the timer will start counting from 0. Image Addedsign on the SLA Metric indicates the timer was restarted. 

Actions can be performed based on:

• Assignee (is set/is not set)
• Priority
• Resolution
• Status
• Status Category
• Ticket Events (ticket created/ticket commented)