Status-Based and Event-Based Behaviours

SLA Behaviours define SLA Metric fields' behaviour in response to changing JIRA issue statuses and JIRA issue events. Use SLA Behaviour to set JIRA issue events triggering specific SLA Metric's state changes. 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).

Status-Based Behaviour

Allows to create a simple Behaviour, based on transitions between JIRA issue statuses. It's easier to set up than Event-Based Behaviour and allows to calculate SLA times even for tasks completed in the past.

While simplicity may sometimes be an advantage, this type of Behaviour offers less configuration options and is suitable for basic SLA Agreements only.

Examples:

  • Pause SLA time when issue status is changed to "On Hold".
  • Resume SLA time when issue status is changed to "In Progress".
  • Finish SLA time when issue status is changed to "Done".

Event-Based Behaviour

Allows to create a complex Behaviour, based on JIRA events. It's more complicated to set up than Status-Based Behaviour and does not allow to calculate SLA times for tasks completed in the past.

Nonetheless, this type of Behaviour offers very powerful configuration options and it's best-suited for complex SLA Agreements.

Example:

  • Pause SLA time when a reporter posts a comment under the issue.
  • Resume SLA time when issue status is changed from "Done" to "In Progress".
  • Finish SLA time when issue status is changed to "Done" by the Reporter.