Setting Up Workflow Post-Functions for SLA Custom Field

And the last step is to teach JIRA to start, stop and reset the timers of our SLA. It's very flexible setting because we can start, stop or freeze timer on any workflow transition, for example on issue creation.

Let's try to set up starting the timer on issue creation, add a freeze timer for certain status and stoping it on issue closure. To do it we need to add specific post function that manages SLA timers.

Post function can do one of this actions in time:

1. Reset and Start timer 
2. Start timer  
3. Stop timer
4. Reset timer
5. Freeze timer

Let's begin with basic workflow. To add SLA timer click on the required transition, select "Post Functions" and click "Add post function" button. 

In the option menu select  "HelpDesk SLA management" and set up the "Start" for your SLA work type.

As you can see we defined the beginning of our SLA timer. Next step is adding a "Freeze" option. Similar to the previous process add new SLA work type to the required transition.

Now, we have "Start" and "Freeze" timer. Let's not forget about correct workflow transition to be able to resume our timer from one status to another. Our next SLA timer should be "Stop" to allow us to manage elapsed time. Add it to the final step of your business process ("Done" at the screenshot below). Lastly, we should add "Reset and Start" SLA timer for reopening issues and make a proper transition to the start of our business process ("Reopen" transition). Save your workflow scheme and apply it to required project. 

Let's test our SLA timer. Create a new task in your project with applied SLA scheme and proceed trough workflow process. 

As you can see applied scheme with our newly created SLA timers is working.