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Info

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. sign 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))
  • Comments + enhanced logic based on the last comment author


Add a Behaviour

  1. Go to Apps → SLA for Jira → Behaviours→ click Add SLA Behaviour.

  2. Fill in the Name and optional description.

  3. Drag and drop the desired events to respective action windows.
  4. Click Save to confirm.

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