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  1. Jira Service Management Cloud
  2. JSDCLOUD-5171

SLA is not started when starting and pausing/stopping the SLA at the same time

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      Summary

      SLA is not started when starting and pausing the SLA at the same time

      Steps to Reproduce:

      1. Set start SLA condition; "Comment: For Customer";
      2. Set pause SLA condition; "Status: Waiting for Customer";
      3. Create a SD ticket and comment as anyone but a participant (meaning not as a reporter or a requested participant). The status will transition after a comment is made.

      Expected Results

      The SLA for the ticket should be started followed by a pause event. 2 Events saved in the DB.

      Actual Results

      The SLA field remains empty.

      Notes

      The START event is not saved in the DB. The pause takes precedence and only the PAUSE event is stored.

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            [JSDCLOUD-5171] SLA is not started when starting and pausing/stopping the SLA at the same time

            Josh Thompson added a comment -

            I am unable to get any SLA to trigger when using the Comment: for Customer condition as a Start for an SLA. It would be incredibly valuable to be able to trigger SLAs to begin off of the addition of a comment alone.

            Josh Thompson added a comment - I am unable to get any SLA to trigger when using the Comment: for Customer condition as a Start for an SLA. It would be incredibly valuable to be able to trigger SLAs to begin off of the addition of a comment alone.

            Romain VELON added a comment -

            Hello,

            I have the same issue when the Start SLA condition is the same than the Stop SLA Condition.

            Any news about the resolution? Thank you.

            Romain

            Romain VELON added a comment - Hello, I have the same issue when the Start SLA condition is the same than the Stop SLA Condition. Any news about the resolution? Thank you. Romain

              8a3861d8a88c Manas Shukla
              vchin Vincent Chin (Inactive)
              Affected customers:
              10 This affects my team
              Watchers:
              20 Start watching this issue

                Created:
                Updated: