And the last step is to teach JIRA to start, stop and reset the timers of our SLA. It is very flexible setting because we can start timer on any WF transition, e.g. on issue creation. We can also stop timer on any transition e.g. on issue resolving. or we can reset the timer on issue reopening.
Let's try to set up starting the timer on issue creation and stoping in it on issue closure. To do it we need to add specific post function that manages SLA timers:
On Issue Create step Post Function "Start Helpdesk SLA custom field" should be on one of the latest steps (not in the first one) to work properly.
Post function can do one of three actions in time:
- start timer
- stop timer
- reset timer
We can use several post functions in one transition. It allows us to reset a timer and to start it again in one moment.