SLA counter is not starting, stopping or pausing on the conditions.

Summary

An SLA metric will not stop counting when the status conditions are met if there is an add-on post-function as the last on the transition's post-functions.

Steps to reproduce

1. Have an add-on that provides post-functions installed.
2. Have an SLA metric that the condition to stop is based on a status. (ie: "In Progress")
3. Add the add-on's post-function to the transition to "In Progress" status.
4. Make it the last post-function to run on the transition.
5. Create a ticket that will start the SLA metric.
6. Perform the transition "In Progress"

Expected behaviour

The SLA metric should stop counting when the condition is met.

Actual result

The SLA metric continues to count regardless of the condition being met.

Notes

The issue is not consistent, around 15-20% of the tickets will not be impacted, but there is no specific difference between them.
The issue also causes the SLA to not show.

Workaround

Move the add-on's post-function to an upper position on the workflow's transition.

Use this knowledge base's workaround to recalculate the wrong SLA: Missing SLA data in JIRA ServiceDesk

How to find tickets which are impacted

SLA is not started

Using Automation rule

When: Issue Created
If: Issue matches

"Time to resolution" != running()

Then: (add an Internal comment/alert the user etc)

Using Queues

"Time to first response" != running() and "Time to first response" != paused() and "Time to first response" != completed()

SLA is not Paused/Completed

Using Automation rule (will depends on your SLA configuration)

When: Status changed
If: Issue matches

status = Completed and "Time to resolution" != completed()

Then: (add an Internal comment/alert the user etc)

Using Queues

status = Completed and "Time to resolution" != completed()

For more jql options go https://confluence.atlassian.com/servicedeskcloud/using-jql-queries-specific-to-slas-844628670.html